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Canada day vancouver islanders jersey shoretel director
The phone system was put in far before me and honestly not that I am an expert , But it like it was put in haphazardly and not maintained. I know very little about the system and best practices, for the past year I have been trying to learn more and more about it but with being a one-man band, I only have so much time.
The issue I am encountering is that we have a workgroup, it has a list of agents that people can call into, no problems there. There is also a backup extension in case no one is able to get to the call. The call flow is as follows:. I would like to keep the workgroup extension the same, and the user's extensions the same as well due to business cards and familiarity of the extension for those outside the business. I have looked at a few things and I know I can do it a couple of ways, but I have no idea best practices or anything like that.
I thought I would try asking you all to see if anyone had any thoughts or ideas on what the best practice would be. Workgroup1 - Primary person s to answer calls rings top down. If that workgroup is full or no answer it rolls to Workgroup2. Workgroup2 - Secondary people to answer calls Rings all simultaneously , backup extension set to primary and primary's Voicemail.
I think Bill is on the right track. You would need to create a new Workgroup with ext. Remove all agents from the current workgroup and add them to the new one. Set the ring order to "Top Down" and have the extension of the person who was the "backup" in the first position. Add the for the second, and then the vm pilot number as the thiird. Delete the entry for whatever is in "Backup Operator". Don't know your particular setup, but make sure that you do not have more than 16 Workgroups. Shoretel doesn't like that and you will see some funky things happen if you hit that mark.
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Login Join. Smith VoIP. I would like to keep the workgroup extension the same, and the user's extensions the same as well due to business cards and familiarity of the extension for those outside the business I have looked at a few things and I know I can do it a couple of ways, but I have no idea best practices or anything like that. If you need any more info please let me know. Spice 2 Reply 3. Bill This person is a verified professional. Verify your account to enable IT peers to see that you are a professional.
Basically, I think you need to create a second Workgroup. I have something similar. At least that is how it is setup on my system. Spice 1 flag Report. OJKid This person is a verified professional.
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