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  • Workgroup issue

    If you have a workgroup with no agents, is it possible to send calls to the Q in that workgroup and have the last step play a message?
    Right now we have a wrkgrp with no agents that we point calls to. In the Q all steps are skipped except the last, which has a message. We have don't announce estimated time.
    When you hit the wrkgrp you get put on hold and are given the estimated wait time (wierd).
    Do we need to have agents in the group in order for it to work?

  • #2
    Originally posted by southeasternMI View Post
    If you have a workgroup with no agents, is it possible to send calls to the Q in that workgroup and have the last step play a message?
    Right now we have a wrkgrp with no agents that we point calls to. In the Q all steps are skipped except the last, which has a message. We have don't announce estimated time.
    When you hit the wrkgrp you get put on hold and are given the estimated wait time (wierd).
    Do we need to have agents in the group in order for it to work?
    Technically yes, however it will be treated as a Agents Logged out and will follow that (aka No Agents).

    If the Estimated wait time is being heard then it is check in one of the q's if it is not, What Build of ShoreTel, there was a bug in older release that played Wait time no matter what
    Last edited by Jlorenz; 07-02-2008, 10:52 AM.

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