troubleshooting Question

Shoretel - Question about "Rings per Agent" vs "No Answer Number of Rings" in a Workgroup

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Dan Lindner asked on
TelecommunicationsIP TelephonyVoice Over IP
2 Comments1 Solution565 ViewsLast Modified:
I'm configuring a workgroup and have a question. Rings per Agent is set to 2. No Answer Number of Rings is set to 4. Let's say there is one user logged into the workgroup. It rings them twice and then what? Would it go straight to the No Answer destination, or would it ring (the same user?) again until it reached 4, which was specified as the No Answer Number of Rings?

Conversely, if 4 agents were logged in, and I had Rings per Agent set to 3 and No Answer Number of Rings set to 4, does that mean that after it rang Agent A three times, and then rang Agent B once, that it would then go to the No Answer destination, never getting to the other agents that are logged in?

I appreciate that the Shoretel system is highly configurable, but way too often I'm left feeling like I need a f#@king degree just to understand how to administer the bloody thing!!!

Thanks in advance,
Dan
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