The following is located within the Admin Manual located via your ShoreWare Director – left hand navigation link via Chapter 14 , Page 272
The Workgroup Queue Handling edit page (Figure 14-7) lets you edit the queue
threshold and the Queue Step Menu. Click Edit Queue Handling from the
Workgroups edit page.
A calling party that reaches the queue will hear the following, in order:
1 The recorded prompt.
2 Silence for eight seconds during the “wait for digits” time-out.
3 The estimated wait time (if enabled).
4 Music on hold for the configured duration.
The calling party does not have access to the DTMF actions while listening to music on
hold.
NOTE The ShoreTel system ignores DTMF actions if there is no message for the queuestep.
Workgroup Queue Handling Edit Page
The Allow agents to pickup from queue checkbox enables and disables the queue
handling step menu.
A five-step menus can be set for each queue.
To set the Queue Step Menu:
Step 1 To set a step, click Step 1, Step 2, Step 3, Step 4, or Last Step. To skip
a step, select Skip This Step.
Step 2
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Select Announce Estimated Wait Time to enable this feature. This
informs the caller of how much time is left in queue.
Estimated wait time is a moving average based on the duration of the
previous calls and rounded to the minute. It is calculated as:
Average wait seconds = ((“Average wait seconds” * 9) + “New wait time”)
/ 10
Configuring Workgroups
ShoreTel 6.1 Administration Guide 14 – 17
Where the “New wait time” is the time it took the last call to get to an
agent. The wait time that is spoken to the caller is:
Spoken wait time = “Position in queue” * “Average wait seconds”
This means the wait time is based on a rolling weighted average of
previous calls. After 10 calls, 61% of the time is based on the 10 most
recent calls. After 20 calls, 86% of the time is based on the last 20 calls.
The wait time may be inaccurate with a low call volume.
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