Step 1 go into your shoreware director and click on autoattendant menus, then click on an auto attendant. Extension to extension, outbound and did calls all work ok except for workgroup calls. Advanced contact viewer functions, including pickup, unpark, edit contacts. 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.
If so, you can monitor the target with the snmp library sensor. Ghost calls stuck in workgroup queue i have had a recurring issue where calls are getting stuck in the workgroup queue. You could use huntgroups to do both of those and they would not be signed out. This amazing software package provides realtime, colorcoded, graphical. 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. Sign in and out obviously, round robin ring, longest idle ring, workgroup voicemail as well as the ability to queue up calls if all agents are busy.
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. Shoretel has recently introduced the shoreware workgroup monitor. 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. Shoretel cdr and workgroup data is obtained by direct database access odbc.
Here is a list of them, and some notes on getting them to work. Shoretel usage statistics for silent monitoring voip. Upgrading to shoretel connect some initial thoughts after installing a couple of new connect systems weve experienced varying degrees of success. Steady green in use by you blinking green fast on hold or. Shoretel communicator presents a single interface to manage business communications using your shoretel desk phone, computer, mobile phone, or home telephone. In order to install work group monitor use the steps bellow. Why is the workgroup real time monitor not showing the correct.
And just an fyi, if you do create a phantom extension in the workgroup, you dont necessarily have to burn a workgroup license. The marginal cost of adding agent and supervisors license when you plan to implement a shoretel ipbx when compared to adding a complete. Export wave file from shoretel auto attendant menu. 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. 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 change your agent state via shoretel communicator or from voicemail menus. Utilizing a proven delivery methodology based on secure s while delivered within a managed framework. Shoretel checking work group voice mails interworks. Schedule training for your operators and workgroups. 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. This works well for emergency or after hours support situations use case 1. Shoretel workgroup realtime monitor pdf free download. As for seeing silent monitor records for calls you can check out the log file on tmsncc. Find out how you can reduce cost, increase qos and ease planning, as well.
However, when preparing for the connect upgrade on this system, i ordered the connect onsite installed base upgrade license which has the description of connect onsite nocharge upgrade license. For details about using the phone, see the shoretel ip phone 420 user guide. 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. All functions available in workgroup supervisor call manager. Shoretel has now added that functionality to its standard product offering and it is dramatic. Vxsuite for shoretel vxsuite call accounting, monitoring. This log file has all calls and what happened to them, but reading these files is a challenge. Workgroup supervisor access helps call center supervisors monitor all their agent and queue activity. Join more than 150,000 members who help it professionals do their jobs better. Find shoretel software downloads at cnet, the most comprehensive source for safe, trusted, and spywarefree downloads on the web.
Page 5 shoretel advanced applications atalog shoretel act. Shoretel system monitor is a network management tool that monitors network hardware and bandwidth to help ensure the highest level of reliability and voice quality within the ip infrastructure. 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. Available on multiple operating systems, shoretel communicator makes it easy for people to communicate any way they choose. 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. Shoretel communicator for windows is the application for the windows operating system. Integration application overview screen pop integration to sage act. We use it internally as well as have customers using it. Mitel is a global leader in providing the kind of sophisticated, custom communications network that addresses the unique needs of major league baseball and our 30 clubs. Shoretel connect a breakthrough in business communications shoretel is proud to introduce shoretel connect, a remarkable innovation in ip telephony and unified communications. Find answers to creating new workgroup in shoretel director from the expert community at experts exchange. Using shoretel communicator simplifies your dayto day communications, streamlines your work, and.
Shoretel remote monitoring, a 365 day roundtheclock service, proactively monitors shoretel products deployed on the customer premise. Anyone having issues using shoretel communicator on a. Shoretel communicator for windows user guide shoretel 11. System administration guide shoretel 14 techonpurpose. Shoretel communicator for workgroup supervisors comm3. Supervisors can also monitor, coach, and barge into call center sessions. For shoretel champion partners shoretel contact center. We are moving a client from a decade old asterisk pbx system to shoretel.
If the information is available, the callers name, number, and the incoming call icon appear on your display, as shown in the figure below. So effectively the shoretel connect client licence is the shoretel professional access licence and this retail at about. Improving customer service responsiveness assisting proper staffing increasing agent productivity. 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. This service alert is for upgrading to mivoice connect r1803prem that will cause the advanced application workgroup monitor application to stop working. Now they will all be able to see voicemails appear for the workgroup in their own personal communicator software. For more information about voice mail features, please consult the voice mail quick reference.
Things you can do with a workgroup that you cant do with a huntgroup. Also make sure the workgroup is not configured for simulatenous rings. Vxsuite for shoretel vxsuite call accounting, monitoring, reporting. Shoretel communicator must be running to monitor the system for messages, view presence, or engage. Shoretel splash provides a proactive, holistic approach to monitoring, managing and. It has been much better on windows 10 since we have gone to that version. Shoretel workgroups is an attractive entrylevel call center that is designed. This means that you can move seamlessly between voice, video, or instant messages im.
Now part of the shorewaredirector user interface, the diagnostic monitoring tool is a complete glass cockpit with a variety of monitoring tools. Our it workgroup has some callers stuck on hold that we cannot clear. The shoretel ipbx has a built in capability to screen, route and queue callers and. At shoretel s request, we updated all of our communicators to at least version 14.
Entity administrative objects in the shoretel system, upon which system operations are based. There are several good ways to check the voice mail for a workgroup in shoretel. Use the resulting panel to change your shoretel communicator. Shoretel communicator is a powerful unifi ed communications uc. 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. On shoretel 230 phones, the call key also blinks green. A shoretel workgroup is a contact center for the rest of.
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. The manual way you can press the voice mail button on your phone. Calls queue or overflow depending on how the work group is configured. Shoretel splash provides 247365 proactive alarm monitoring and management services for advanced and emerging shoretel architectures. 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. Solved shoretel workgroup has callers stuck on hold. Open the shoretel communicator by clicking on the icon on your desktop. Or to the specific mailbox for that workgroup in this case 501. 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. Available to both new and existing customers, shoretel remote monitoring verifies availability and expedites the response process ultimately improving mean time to repair for events associated with shoretel. Page 9 shoretel advanced applications atalog shoretel as400 connector as400 system integration represents a practice area specialty for the shoretel advanced applications organization. How can i monitor pri interfaces on a shoretel shoregear. Incorporating workgroup reporting into a common report interface adds the additional benefits of. There is still an occasional lockup, but not near as much as before with the older versions.
However a good point was made in that they wanted to know if they could see or get call history as well for this workgroup through their communicator. Through the shoretel administration portal, we now find a drop down window that enables us to select which server should be utilized to run the workgroup we are defining. Jan 12, 2010 make sure your cell phone agents are logged in via workgroup page in director. Objectives of this book shoretel is now part of mitel. In wrapup logged out of workgroup led color guide for shoretel 212k custom buttons your shoretel 212k phone also provides color cues to help you determine the operational status as follows. View and download shoretel 212k user manual online. We provide our customers with a brilliantly simple communication solution. Table of contents 4 system administration guide shoretel 14. When playing a voice mail using the speakers, a download indicator is displayed to inform the user. Enter your username and password to administer your phone service or access your personal phone features. If the information is available, the callers name, number, and the incoming call icon appear on your display, as shown in. Using the directory to find numbers and place calls. Mivoice connect r1803prem incompatible with advanced application workgroup monitor.
Queue monitor agent tool bar shoretel communicator personal, professional, workgroup agent desktop wall board agent logs queued calls call status shoretel web agent dashboard. Do i really need workgroup agent license for shoretel. What happens is the phone will stop taking workgroup calls. Buy call router you can do something similar to the nuisance call handler. How to setup a cell phones based shoretel workgroup cio. Export a wave file from shoretels autoattendant menu. For details about using the phone, see the shoretel ip phone 480480g user guide. Basically you are going to setup a workgroup that rings cell phones top down and puts the caller in queue till they get an agent via their cell. Not everyone needs a full blown enterprise contact center. Connect client user guide 5 preface this preface provides information about the objectives, organization, and conventions used in the user guide.
Calls directly to the phone extension or did calls ring and behave normally, but workgroup calls just will not ring on the phone. View and download shoretel shorephone ip 230 user manual online. 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. 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. Its an easyto use webbased application that can be accessed from any device. Clearing queue monitor of a caller no longer connected. This is a major enhancement and any organization that makes use of the workgroup functionality, especially in a multisite environment, will realize a benefit by these enhancements. Its an easytouse webbased application that can be accessed from any device. Would love to have shoretel voip mib to monitor equipment. For example, in a multisite environment, i might want to have the workgroups organized by site and run the workgroup service on the dvm at that site. How to download the shoretel communicator software.
The shoretel workgroup strategy is a powerful call center like functionality and very cost effective. Workgroup voicemail shoretel forums shoretel forums. First letter of your first name capitalized and your last name, first. For shoretel champion partners shoretel contact center workgroups vs. The shoretel workgroup feature set, built on the f the standard out of the box shoretel ipbx, when combined with the shoretel workgroup monitor software option is a powerful call center strategy. 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 endeavor to provide the highest system availability and publish our performance publicly to illustrate this commitment to reliability and transparency. Workgroup monitor workgroup selection window use the workgroup selection window to select which workgroups available on your shoretel system will be. A shoretel workgroup is a contact center for the rest of us. On shoretel 230 and 230g phones, the call key also blinks green. With shoretel system monitor, performance issues can be addressed before they can affect your network. Use professional call manager routing rules you can fronted your workgroup with a dummy user.
With the latest release of shoretel, they have migrated critical services to include workgroup services. Please check if the vendor of your device offers any mib files that you can import with our mibimporter. In the example shown in the screenshot below, a call has been active for approximately 1 hour in the operator workgroup. Advanced applications workgroup real time monitor is successfully running but when agents are in wrap, it is not correctly reflected in the workgroup monitor.
Mitel business phone systems, voip, collaboration tools. A series of digits that precede a phone call with the number the caller dialed. Listen to voicemails and return calls with one tap. Workgroup supervisor operator for more information about shoretel connect client and what features are available to you, see your system administrator. 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. Shoretel enterprise contact center shoretel contact center 9 supervisor guide 10 dnis dialed number identification service. Shoretel shorephone ip 230 user manual pdf download. I check the sip trunk lines associated with the call and the call is definitely no longer connected and the line is either clear or being used for a different call. We have delivered as400based integration solutions in the past and can leverage that experience to provide economical solutions going forward. 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 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. Shoretel builds business phone systems with unified communications so your company can achieve maximum productivity.
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