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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
- !DMINISTRATION'UIDE 1
- 3HORE4EL 1
- Trademarks 2
- Version Information 2
- Company Information 2
- Contents 3
- HAPTER 3: SHORETEL SITES 4
- HAPTER 7: CONFIGURING TRUNKS 4
- HAPTER 10: CONFIGURING USERS 5
- Objectives 9
- Audience 9
- Organization 9
- Documentation Overview 10
- Document Conventions 11
- Preface – xii ShoreTel, Inc 12
- Using ShoreWare Director 13
- Architectural Overview 14
- Multi-level Management 14
- Multi-user Management 15
- Preferences 16
- 1 – 6 ShoreTel, Inc 18
- Figure 1-3 Login Page 18
- Product Registration 19
- Navigation Frame 20
- Getting Help 21
- Data-Entry Frame 22
- Linking to Edit Pages 23
- List Paging 23
- Edit Pages 24
- Getting Started 25
- 1 – 14 ShoreTel, Inc 26
- 1 – 16 ShoreTel, Inc 28
- 1 – 18 ShoreTel, Inc 30
- Setting Up System Parameters 31
- Dialing Plan 32
- 2 – 4 ShoreTel, Inc 34
- Increasing Extension Length 35
- Digit Translation Tables 36
- System Extensions 37
- BOOTP Server 41
- Other Parameters 42
- Languages 43
- Licenses 44
- Extension Licenses 45
- Mailbox Licenses 45
- Multi-Language Licenses 45
- 2 – 16 ShoreTel, Inc 46
- Self-Audited Licenses 47
- Contact Information 48
- Sending Contact Information 49
- 2 – 26 ShoreTel, Inc 56
- ShoreTel Sites 57
- Configuring Sites 58
- 3 – 4 ShoreTel, Inc 60
- 3 – 6 ShoreTel, Inc 62
- Configuring Application 63
- Distributed Voice Mail 64
- Legacy Voice Mail Integration 65
- Adding Application Servers 66
- Voice Mail and Auto-Attendant 68
- Extension List Mapping 70
- Fax Servers 71
- 4 – 10 ShoreTel, Inc 72
- Configuring Conference 73
- 5 – 4 ShoreTel, Inc 76
- 6 – 2 ShoreTel, Inc 78
- Power LED 79
- 6 – 4 ShoreTel, Inc 80
- ShoreGear-60/12 Voice Switch 81
- ShoreGear-40/8 Voice Switch 84
- 6 – 10 ShoreTel, Inc 86
- ShoreGear-T1 Voice Switch 87
- 6 – 12 ShoreTel, Inc 88
- ShoreGear-24 Voice Switch 89
- /ts24/vxwor ks 90
- IPBX-12 Port Voice Switch 92
- Network LEDs 96
- 6 – 22 ShoreTel, Inc 98
- Before You Begin 99
- Switches List Page 99
- Configuring Switches 100
- 6 – 24 ShoreTel, Inc 100
- 6 – 26 ShoreTel, Inc 102
- 6 – 28 ShoreTel, Inc 104
- Parameters 105
- ShoreGear-T1 Configuration 106
- ShoreGear-T1 Parameters 107
- • DMS-100 108
- • National ISDN-2 (NI-2) 108
- Adding a ShoreGear-T1 109
- ShoreGear-E1 Configuration 111
- ShoreGear-E1 Parameters 112
- Adding a ShoreGear-E1 113
- SoftSwitch 114
- 6 – 40 ShoreTel, Inc 116
- Configuring Trunks 117
- Trunk Features 118
- Setting Up Trunks 119
- Add or Edit a Trunk Group 120
- 7 – 6 ShoreTel, Inc 122
- Importing Local Prefixes 126
- Edit DID Range 129
- Edit DNIS Digit Map 129
- Additional Local Area Codes 130
- Nearby Area Codes 131
- Prefix Exceptions 131
- Off-System Extensions 132
- Tandem Trunking 132
- Centrex Flash 133
- Individual Trunks 134
- Add or Edit a Trunk 135
- Configuring IP Phones 137
- Setting IP Address Ranges 138
- IP Phone Address Map 138
- Setting IP Phone Options 140
- Figure 8-4 Edit User Page 143
- Assigning IP Phones by User 144
- Viewing IP Phones 145
- Renaming IP Phones 145
- Deleting and Moving IP Phones 145
- IP Phone State Display 146
- 8 – 12 ShoreTel, Inc 148
- Setting Call Control Options 149
- 9 – 2 ShoreTel, Inc 150
- Account Codes 151
- 9 – 4 ShoreTel, Inc 152
- Hunt Groups 154
- 9 – 8 ShoreTel, Inc 156
- 9 – 10 ShoreTel, Inc 158
- Call Control Options 160
- 9 – 14 ShoreTel, Inc 162
- • Linear (128 Kbps) 163
- • G.711 (64 Kbps)—the default 163
- 9 – 16 ShoreTel, Inc 164
- Paging Groups 165
- Route Points 166
- 9 – 22 ShoreTel, Inc 170
- 9 – 24 ShoreTel, Inc 172
- Configuring Users 173
- Classes of Service 174
- 10 – 6 ShoreTel, Inc 178
- Whisper Page 180
- Call Permissions 183
- 10 – 12 ShoreTel, Inc 184
- Voice Mail Permissions 185
- User Groups 186
- User Group Parameters 187
- 10 – 16 ShoreTel, Inc 188
- Individual Users 189
- 10 – 18 ShoreTel, Inc 190
- Private Numbers 191
- General Information 191
- 10 – 20 ShoreTel, Inc 192
- 10 – 24 ShoreTel, Inc 196
- Personal Options 197
- 10 – 26 ShoreTel, Inc 198
- Call Handling Mode Delegation 200
- FindMe Destinations 203
- Programmable Buttons 205
- Configuration 206
- Details: 209
- 10 – 40 ShoreTel, Inc 212
- System Directory Record 217
- Distribution Lists 217
- Workgroups 218
- Notify Users 219
- Anonymous Telephones 220
- Extension Lists 221
- Paging Through a List 222
- Batch Update Utility 223
- Batch Update 224
- Call Handling Mode Defaults 226
- 10 – 56 ShoreTel, Inc 228
- Configuring Voice Mail 229
- 11 – 2 ShoreTel, Inc 230
- AMIS Voice Mail 232
- Voice Mail Options 233
- Creating AMIS Systems 234
- Figure 11-5 AMIS Edit Page 235
- Disabling AMIS Systems 236
- AMIS Test Mailbox 236
- Configuring the 237
- Auto-Attendant 237
- 12 – 4 ShoreTel, Inc 240
- 12 – 6 ShoreTel, Inc 242
- • On-Hours 244
- • Holiday 244
- • Custom 244
- 12 – 10 ShoreTel, Inc 246
- Configuring Schedules 247
- On-Hours 249
- Holiday Schedule 250
- Custom Schedule 252
- Configuring a Custom Schedule 253
- 13 – 8 ShoreTel, Inc 254
- Configuring Workgroups 255
- Call Queuing 256
- Workgroup Call Managers 256
- 14 – 4 ShoreTel, Inc 258
- Reporting 260
- Workgroup Navigation 261
- Adding and Editing Workgroups 261
- 14 – 8 ShoreTel, Inc 262
- 14 – 10 ShoreTel, Inc 264
- 14 – 12 ShoreTel, Inc 266
- Editing Workgroup Membership 268
- 14 – 16 ShoreTel, Inc 270
- Workgroup Thresholds 271
- 14 – 18 ShoreTel, Inc 272
- Managing the System 273
- Directory 273
- Managing the System Directory 274
- 15 – 2 ShoreTel, Inc 274
- page are as follows: 274
- Data-Entry Fields 275
- Go to This User Link 276
- Maintenance 277
- Quick Look 278
- Maintenance Switches Summary 279
- 16 – 4 ShoreTel, Inc 280
- 16 – 6 ShoreTel, Inc 282
- Switch Maintenance 283
- Link Section 284
- Ports Section 285
- 16 – 10 ShoreTel, Inc 286
- Hunt Groups Section 287
- IP Phone Maintenance 288
- SIP Trunks Section 289
- Details Section 289
- Figure 16-12 appears 290
- Quick Look Server Status Area 292
- Quick Look Server Events 294
- Switch Connectivity 296
- Conference Ports 297
- Event Log 298
- Viewing Event Reports 300
- Services 301
- Event Filters 302
- Using Office Anywhere 305
- Special Considerations 306
- Terminology 308
- Emergency 911 Operations 315
- How 911 Calls Work 316
- Roles and Responsibilities 317
- Feature Operation 318
- Trunk Signaling for 911 Calls 319
- Available Caller ID Options 321
- B – 8 ShoreTel, Inc 322
- Configuring Your System 325
- Figure B-7 Edit User Page 327
- Figure B-9 Switch Edit Page 329
- Figure B-10 Site Edit Page 329
- Call Notification 330
- Figure B-12 911 Event Log 331
- • “000” is used in Australia 332
- • “999” is used in Asia 332
- Additional Recommendations 334
- Call Detail Record Reports 335
- Active CDR Database (CDR.mdb) 336
- Legacy CDR Text Files 336
- CDR Reports 338
- Generating a CDR Report 339
- Interpreting CDR Reports 344
- C – 12 ShoreTel, Inc 346
- User Activity Detail Report 347
- C – 14 ShoreTel, Inc 348
- Trunk Activity Summary Report 350
- Trunk Activity Detail Report 352
- C – 20 ShoreTel, Inc 354
- Calls Included 356
- Workgroup Agent Detail Report 361
- C – 28 ShoreTel, Inc 362
- Call was transferred 363
- C – 30 ShoreTel, Inc 364
- C – 32 ShoreTel, Inc 366
- C – 38 ShoreTel, Inc 372
- Call Included 373
- Account Code Summary Report 375
- C – 42 ShoreTel, Inc 376
- Account Code Detail Report 378
- CDR Database 379
- Call Table 380
- Call Type 383
- Connect Table 384
- PartyType 387
- PartyIDFlag 387
- ConnectReason 388
- Disconnect Reasons 389
- MediaStream Table 390
- AgentActivity Table 391
- QueueCall Table 393
- QueueStep Table 397
- C – 64 ShoreTel, Inc 398
- I – 2 ShoreTel, Inc 400
- I – 4 ShoreTel, Inc 402
- I – 6 ShoreTel, Inc 404
- I – 8 ShoreTel, Inc 406
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