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

Posted on 2016-10-20
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Last Modified: 2016-11-14
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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Question by:Dan Lindner
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masnrock earned 500 total points (awarded by participants)
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Are you doing simultaneous rings to all agents? I'd recommend doing it this way to keep your life easy. That way, it'll be about the number of rings that have actually occurred and you don't need to think about the number of agents signed in at a given moment.
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