Specifications

Chapter 10: Workgroups and Operators ShoreWare Call Manager Manual
ShoreTel 9 129
To set workgroup warning thresholds:
Step 1 Open the Options and Preferences window by performing one of the following:
• Press the Options button in the Queue Monitor menu bar.
• Select Tools -> Options from the Main menu.
• Click the Application Button and select Options.
• Right click the Call Manager icon in the System Tray and select Options.
• Press Ctrl+O.
Step 2 Select Workgroups in the menu on the left side of the window.
Step 3 Specify the Calls Size threshold by clicking the Calls in Q cell for the desired
workgroup.
Step 4 Specify the Call Wait Time threshold by clicking the Queued Time cell for the
desired workgroup.
10.4.1.3 Setting Workgroup Call Handling Modes
The supervisor sets the Call Handling Mode for the workgroup in the Queue Monitor. There
are four Call Handling Modes: On-Hours, Off-Hours, Holiday, and Custom. The workgroup
Call Handling Mode changes the way calls are handled based on the current setting.
To change the workgroup Call Handling Mode, access the drop down menu by clicking
the CHM button on the Queue Monitor menu.
10.4.2 Agent Monitor
The Agent Monitor, shown in Figure 10-2, displays the status of agents in your workgroups
as specified in the Options and Preferences: Workgroups panel. Agent Monitor is available
in Workgroup Supervisor and Operator Call Manager.
Figure 10-2 Agent Monitor