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This site was created as a place to share stories, tips, and troubleshooting help with ShoreTel/Mitel systems. ShoreTel/Mitel is obviously the MOST exciting VoiP platform on the market right now, and we realized there was no centralized place to discuss this platform, but now there is. Please feel free to join and share your experiences.

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  • Workgroup configuration

    We use a workgroup Mon-Fri, 8-5 to answer our 800 numbers, but I would like to make some changes to the handling of the queue.
    Let me list, in order, what I'd like to see.

    1 - incoming call answered by workgroup with a brief recording. "Welcome.. have you heard about our new product, ask a customer service rep... Please wait while we connect you to..."
    2 - Hit the queue. This should ring to the agent with the longest idle time, no more then 3 rings before going to the next agent.
    3 - If agents don't answer within 60 seconds, message with queue time.
    4 - Continue until workgroup answers.

    Currently the phone rings in the work group up to 4 times then they get the "your call is important..", wait until someone answers.
    So basically I would like to get the advertisment message as soon as a call comes in then transfer it to the queue.

    Any help would be appreciated.

  • #2
    Simply record your message in an autoattendant. Then set the time out action to transfer to your workgroup. Direct your inbound calls at the autoattendant instead of the workgroup. Configure the number of rings on the workgroup appropriately (1 ring is 6 seconds).