Historically, there were three services in the shoretel architecture that were no distributed to other servers. Drvoip represents a team of cisco support, shoretel support, amazon web services aws and microsoft ondemand certified engineers. Ports on the back of the ip phone 480480g your phones display the display screen on your shoretel ip phone shows your name and extension, availability state, call appearance buttons, workgroup agent status, programmed buttons, and other information. Solarwinds solutions are rooted in our deep connection to our user base in the thwack online community. A shoretel workgroup is a contact center for the rest of us. Although shoretel will give the option to pickup, the system will immediately hang up on the user attempting to pickup and it will continue to display the caller as being in the call. You need to set up a class of service option and a user group that uses that class of service. And just an fyi, if you do create a phantom extension in the workgroup, you dont necessarily have to burn a workgroup license.
Jan 09, 2007 note the shoretel system ignores dtmf actions if there is no message for the queuestep. Although shoretel will give the option to pickup, the system will immediately hang up on the user attempting to pickup and it will continue to display the caller as being in the call queue. System administration guide shoretel 14 techonpurpose. Any company that uses shoretel workgroups and wants to improve call center efficiency and customer satisfaction. Mar 06, 2014 shoretel 14 takes a giant step forward with a set of built in network monitoring and diagnostic tools. As christopher said there are tons of options on the workgroup. Shoretel cdr and workgroup data is obtained by direct database access odbc. Functions for programmable buttons continued feature name description barge in you can join an in progress call barge in as a conferenced participant. We endeavor to provide the highest system availability and publish our performance publicly to illustrate this commitment to reliability and transparency. Using shoretel communicator simplifies your dayto day communications, streamlines your work, and. We had some wan issues and each user that called in just as the connection from thier branch to ours dropped the call got put on hold and we cannot clear it. Right, but in the way he is using it you dont need a license. This feature is useful for operators, executive assistants, trainers, and workgroup supervisors. Page 9 shoretel advanced applications atalog shoretel as400 connector as400 system integration represents a practice area specialty for the shoretel advanced applications organization.
View and download shoretel shorephone ip 230 user manual online. I unplugged the phones, plugged back in, same issue. Workgroup agent logged in but not receiving calls so, youve got a workgroup and all of a sudden one user reports they are not getting inbound calls. Shoretel builds business phone systems with unified communications so your company can achieve maximum productivity. In the example shown in the screenshot below, a call has been active for approximately 1 hour in the operator workgroup.
Workgroup supervisor operator for more information about shoretel connect client and what features are available to you, see your system administrator. Ghost calls stuck in workgroup queue i have had a recurring issue where calls are getting stuck in the workgroup queue. This amazing software package provides realtime, colorcoded, graphical views of the the workgroup and is an optional feature to the already powerful shoretel workgroup feature set. Do i really need workgroup agent license for shoretel. Jan 12, 2010 make sure your cell phone agents are logged in via workgroup page in director. Mitel realtime workgroup monitor shoretel business. The ability of a user to initiate or receive silent monitoring is determined by the user or settings group that the user is assigned to. Web access shoretel connect client web access is a browserbased interface by which users can manage personal options and settings from any web browser from anywhere in the world. To log someone in, simply double click on their name and a popup will appear where you can select logged in, logged out, or in wrapup. This means that you can move seamlessly between voice, video, or instant messages im. Simulatenous rings and office anywhere is a disaster waiting to happen so if you decide to use this configuration be sure your shoretel troubleshooting skills are polished. Here is a list of them, and some notes on getting them to work. The marginal cost of adding agent and supervisors license when you plan to implement a shoretel ipbx when compared to adding a complete enterprise contact center is amazingly low. Do this by navigating to the my phones option in the list on the left side of the options menu.
Vxsuite for shoretel vxsuite call accounting, monitoring. Export wave file from shoretel auto attendant menu. How to setup a cell phones based shoretel workgroup. The following rules determine which callerid is displayed when an outgoing call is made using bca. Available on multiple operating systems, shoretel communicator makes it easy for people to communicate any way they choose. Enter your username and password to administer your phone service or access your personal phone features. Realtime performance display for shoretel workgroups. Shoretel communicator presents a single interface to manage business communications using your shoretel desk phone, computer, mobile phone, or home telephone.
The manual way you can press the voice mail button on your phone. Extension to extension, outbound and did calls all work ok except for workgroup calls. To maximize reliability, assign hunt groups to a switch close to the majority of the members andor trunks associated with the hunt group. Shoretel connect a breakthrough in business communications shoretel is proud to introduce shoretel connect, a remarkable innovation in ip telephony and unified communications. Customizable thresholds for visual redyellowgreen status and audible alerts. How to fix a shoretel firmware version mismatch 0 october, 2016 in knowledge base portal, mitel shoretel tech resources by inflow communications tags. How to setup shoretel silent monitor voip forum spiceworks. The heart of your communications technology, a modern business phone system does far more than just voice. Shoretel splash provides 247365 proactive alarm monitoring and management services for advanced and emerging shoretel architectures. Shoretel communicator for windows user guide shoretel 11. Silent monitor cannot be initiated with a user who is on a conference call. Our it workgroup has some callers stuck on hold that we cannot clear. Shoretel 14 adds network diagnostics and qos monitoring youtube. Ecc can schedule reports and i even think the upgrade to the workgroups reports package shoretel has may have a schedule options.
Shoretel bb424 user guide 12 1 getting started configuring your bb424 table 3. Shoretel enterprise contact center shoretel contact center 9 supervisor guide 10 dnis dialed number identification service. How to download the shoretel communicator software. Shoretel 560560g idle display monitored extension speed dial status icon ip phone banner name your extension. Shoretel workgroup s is an attractive entrylevel call center that is designed for informal groups looking to become more efficient in their operations. My company is looking into buying a new shoretel system. Shoretel workgroup realtime monitor user and installation guide. To over simplify, this meant that if the hq server read primary server was unavailable, the services that were not distributed would not function. Shoretel switch connectivity solutions experts exchange. The first of its kind, shoretel connect is a platform built on a single software code base that means you can design your communications system any way you choose.
One thing the supervisor is used to is the flash operator panel and wallboard, which displays realtime info on which agents are on a call and. Shortetel workgroup announce estimated wait time teldata. Find out how you can reduce cost, increase qos and ease planning, as well. In order to install work group monitor use the steps bellow. Then you go to that user and assign that user to that user group that uses the class of service that can use silent monitor. Communicator installer automatically downloads the correct. For details about using the phone, see the shoretel ip phone 420 user guide.
More than 150,000 members are here to solve problems, share technology and best practices, and directly contribute to our product development process. Entity administrative objects in the shoretel system, upon which system operations are based. Also make sure the workgroup is not configured for simulatenous rings. It has worked in the past and here are some key points. Shoretel shorephone ip 230 user manual pdf download. Shoretel checking work group voice mails interworks.
The hunt group can be used as the backup destination for a workgroup, so that some basic hunting can be done even when the workgroup server is not reachable. Luckily only the receptionists have noticed so far, latest response from shoretel is that apparently due to the changes in the way that 14. Queue monitor agent tool bar shoretel communicator personal, professional, workgroup agent desktop wall board agent logs queued calls call status shoretel web agent dashboard maximum number of concurrent interactions for one agent 1 200 agents online presence and instant messaging yes when using either shoretel uc conferencing. Page 1 user guide page 2 version information page 3 table of contents page 4 page 5 page 6 page 7 before you start page 8 about this book page 9 chapter 1 getting started page 10 page 11 overview of the shoretel ip phone 48048. Shoretel workgroup not functioning properly voip forum. If monitoring is already in progress, no one else can monitor the call. The remote site is on a vpn tunnel and all the network segments and ports are allowed between the server and the switch. Clearing queue monitor of a caller no longer connected. The allow agents to pickup from queue checkbox enables and disables the queue. Changing the agent state if you are a member of a workgroup and you need to log in to the workgroup at the start of your day, or log out to take a break, you can. Label phones on the left side and add the numbers on the right and hit the apply button. Instant messaging in the workgroup agent monitor window. Integration application overview screen pop integration to sage act. Shoretel ip phone 212k user guide 33 1 shoretel ip phone 212k silent monitor barge in another benefit of the bca feature is that an outbound callerid can be associated with that button configured by the system administrator.
We have delivered as400based integration solutions in the past and can leverage that experience to provide economical solutions going forward. There is a way to get those wave files from the shoretel system so you can make use of them assuming your system still works. Our partner is saying that we need to buy a workgroup license for each user otherwise our users wont be able to sign into a workgroup without an admin signing them in. If you uncheck the box next to the workgroup queue name on the queue monitor, close communicator, reopen and recheck the box it clears this call routing tag. May 14, 2015 we can give you no information on how to setup sensors on your shoretel system, since we are not familiar with and do not have one to do tests, sorry. We do not sell hardware of any kind as engineering and technical support is our only service. If so, you can monitor the target with the snmp library sensor. I need helping creating a workgroup or hunt group if that is more fitting for this request. Export a wave file from shoretels autoattendant menu. How to ring multiple phones on shoretel unified comm. Check to make sure you have number of rings set higher than rings per agent of the work group config page as this seems to flag the call route tag and keep it in there if it is not set.
Please check if the vendor of your device offers any mib files that you can import with our mibimporter. Solved shoretel workgroup has callers stuck on hold. In order to ring multiple phones you will need to add the phones you use into the shoretel communicator, such as your cell phone, or another direct line. Before connecting a new shoretel pbx to a network, it must be configured. We are moving a client from a decade old asterisk pbx system to shoretel. Table of contents 4 system administration guide shoretel 14. Incorporating workgroup reporting into a common report interface adds the additional benefits of. Shoretel communicator, formerly known as call manager, is the enduser application for all users across an organization, whether an operator, a contact center agent, a knowledge worker, or a road warrior.
Calls queue or overflow depending on how the work group is configured. Call cells display status and time information about active calls that shoretel. Statistics displayed in graphical and table formats. Shoretel does plan on bringing the web version of the client back but no sooner than 2018. Step 1 go into your shoreware director and click on autoattendant menus, then click on an auto attendant. Utilizing a proven delivery methodology based on secure s while delivered within a managed framework. Page 5 shoretel advanced applications atalog shoretel act. How can i monitor pri interfaces on a shoretel shoregear. Shoretel communicator for workgroup supervisors comm3. Improving customer service responsiveness assisting proper staffing increasing agent productivity.
First letter of your first name capitalized and your last name, first. Choose the communications device bestsuited to your teams needs, whether thats a desk phone, smartphone, tablet, laptop or pc youll always have the best possible user experience. The request is to bring incoming call to 2 different phones simultaneously. Open the shoretel communicator by clicking on the icon on your desktop. From analog to sip to bluetooth integrated sets and accessories. To check current status of a workgroup, its better to go to the workgroup. A series of digits that precede a phone call with the number the caller dialed. The doubletake shoretel solution provides customers with a number of key benefits, including ease of use. Shoretel workgroup realtime monitor pdf free download. We are dealership so occasionally people move around, and they need to sign in and out of their phone. Shoretel is a leading provider of enterprise ip telephony solutions.
Logged in to workgroup logged in to workgroup, in wrapup logged out of workgroup available in a meeting or do not disturb out of office vacation. Unless otherwise specified by us, onpremise products will be provided to you via electronic delivery, and delivery is deemed complete when the onpremise products isare made available at the electronic software download site specified by us and you are emailed or otherwise provided with any necessary instructions, password andor. Home blog articles tech blog how to setup a cell phones based shoretel workgroup. Your shoretel ip phones display shows your name and extension, call handling mode, call appearance, monitored extensions, calls, duration of call, voice messages, date and time, soft key functions, and your phones operating status. Tightly integrated with the shoretel phone system, workgroups provide a simple call center to customers at an extremely low total cost of ownership. We provide our customers with a brilliantly simple communication solution. There are several good ways to check the voice mail for a workgroup in shoretel. Workgroup and contact center queue monitoring queue alerts workgroup mailbox agent monitoring contact center integration shoretel communicator for web is available with the personal access level, with the exception of this feature. The ip address, subnet mask, gateway, etc, must be correctly set before the shoretel is connected to a network. Shoretel communicator for windows is the application for the windows operating system. Open a hyperterminal session, set the communications settings to. Jul 02, 2014 we have a remote office that has a sg90 shoretel switch that has quit updating via changes on our home server. A shoretel workgroup is a contact center for the rest of. How to setup a cell phones based shoretel workgroup cio.
The shoretel workgroup strategy is a powerful call center like functionality and very cost effective. Does the chat come with the connect and if so can you disable it. From the agent list you can see who is all currently logged in. Shoretel splash provides a proactive, holistic approach to monitoring, managing and. For shoretel champion partners shoretel contact center. Personal communicator professional communicator workgroup agent communicator workgroup supervisor communicator operator communicator for more information about shoretel communicator and the features available to you, see your system administrator. You need to set up two items in your shoretel director.
Export a wave file from shoretel s autoattendant menu. Calls directly to the phone extension or did calls ring and behave normally, but workgroup calls just will not ring on the phone. Upon upgrading to connect, shoretel will issue free licenses keys for softphone and video calling. What happens is the phone will stop taking workgroup calls. You dont need a workgroup license to use a workgroup in this way. Shoretel communicator is a powerful unifi ed communications uc application for users across an organization, whether an operator, a contact center agent, a knowledge worker or a road warrior.
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