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3-4 Lesson 3: Workgroup Call Manager
Using the ShoreTel Call Manager Features – Student Guide
Workgroup Queue Monitor
The Workgroup Queue Monitor displays real-time information on waiting callers. Information on
the inbound calls includes: caller name, number, trunk-identification and routing history.
Figure 3.2 – Workgroup Queue Monitor
Agents are also alerted when thresholds for wait time and number of callers waiting has
been exceeded. If the Agent has permission, they can pickup calls directly from queue,
irrespective of the caller’s position in the queue.
Workgroup supervisors can set alert thresholds for maximum wait time and number of
callers waiting. Supervisors can change the workgroup call handling parameters as
needed by activating a pre-set schedule.
Workgroup Voice Mailboxes can also be created. These mailboxes are only accessible
from the Voice Mail Viewer even if the agent has installed Outlook Integration. (Only
personal VM will appear in Outlook.)
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