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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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