Installation guide

Workgroups Planning Applications and Services
8
ShoreTel 14.2 Planning and Installation Guide 153
Details
 Pickup groups can be associated with a programmable toolbar button, or with a programmable
button on an IP phone, and can work with Extension Assignment.
 The user whose phone will be picked up must have class of service “Call Pickup Allowed” to use
this feature. However, other users need not be members of the pickup group to pickup a call.
 This feature is not supported on the ShoreTel T1 and ShoreTel E1 voice switches.
 The call pickup feature will support:

24 members per group

16 groups per switch

The sum of all members assigned to all Pickup Groups on a switch cannot exceed 80.

A single user can be a member of up to 5 Pickup Groups.
 A single switch can host a combined total of up to 24 Hunt Groups, Bridged Call Appearances, and
Pickup Groups.
 Users can use this feature in several different ways:

IP Phone — If a programmable button has been configured for Pickup Groups, the user can
press the button, or key, and enter the extension for the Pickup Group to answer the call.

IP Phone — If a soft key has been programmed, the user can press the “pickup” soft key and
enter the extension to answer the call.

ShoreTel Communicator — If one of the pre-programmed buttons in ShoreTel Communicator
has been set up for Pickup Groups, a user can enter the extension of the Pickup Group to
answer the call. If the key has already been programmed with the extension of the Pickup
Group, then it is not necessary to enter the extension.

ShoreTel Communicator — Alternatively, the user can access the “pickup” command from the
Call Menu, followed by the extension.

Analog Phone — The user can enter the *13 command, followed by the Pickup Group
extension to answer calls from an analog phone.
Workgroups
The ShoreTel system supports up to 256 workgroups, with up to 300 members per workgroup, with a
maximum of 300 agents total in the ShoreTel system. A workgroup enables a group of users to appear
as a single unit to calling parties. Calls can be routed in top-down, longest-idle, round-robin, and
simultaneous-ring fashion. The Simultaneous Ring feature is limited to workgroups that contain a
maximum of 16 members. Workgroups are typically used by support and sales groups to help
automate call handling.