Announcement

Collapse
No announcement yet.
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • Shoretel 8.0 13.9.5704 problem with work groups

    I did a new installed Shoretel 8.0 13.9.5704 and for some reason workgroups are not ringing the agents logged in or following the call flow. I had the trunk test tool on the screen and it showed the the wg ext ringing but not one agents phone rung. I set the WG to allways go to voicemail and it don't it just ring. Have anyone ranned into this or know if this is a known bug for this release?

  • #2
    Originally posted by kenh View Post
    I did a new installed Shoretel 8.0 13.9.5704 and for some reason workgroups are not ringing the agents logged in or following the call flow. I had the trunk test tool on the screen and it showed the the wg ext ringing but not one agents phone rung. I set the WG to allways go to voicemail and it don't it just ring. Have anyone ranned into this or know if this is a known bug for this release?
    I set the WG to allways go to voicemail
    If this is your default setting, then this is why your agents are not ringing, your focing the Calls to Go to Voicemail always "FIRST"

    Unset that, set the Work group to ring Longest Idle (FOr now)
    As a TEST ONLY
    Set the ring No answer to 4 and number of rings per agent to 4
    Log in one Agent and then test see if it follows the 4 rings then go to voice mail./

    Comment


    • #3
      In my message I was describing 2 different test, 1 was when set forward to no answer/busy the agents didn't ring. The 2nd was just to see if forward all call to voicemail to see if that worked and neither test worked. Each case the wg didn't do what it was suppose to do. I created mutiple wg with the same results.

      Comment


      • #4
        I had that happen to me on an install last week. I changed the users extension, then changed it back and it worked fine. I'm not sure the rhyme or reason to that, but it seems to fix it.
        I was working on a theory about the possibility of it not liking agent created before the workgroup was (which is how mine was) but since I'm in the field I haven't had much of a chance to test it.

        Comment

        Working...
        X