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ShoreTel Communicator Manual Chapter 12: Workgroups and Operators

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12.4.1.1 Viewer Components

The Queue Monitor comprises an action bar, a workgroup table, and a call table:

• Action bar: The action bar contains buttons that trigger workgroup configuration

options and panels. Action bar buttons include:

— Alert Sound: Press this button to toggle the sound alert status. When this

button is highlighted and a threshold is exceeded, ShoreTel Communicator

plays the audio alert designated by the Options and Preferences: Sounds panel.

— Options: Press this button to access the Options and Preferences: Workgroups

panel.

• Workgroup table: The top table in the Queue Monitor lists selected Workgroups to

which you belong. You specify the workgroups displayed in the table from the

Options and Preferences: Workgroups panel.

Each row corresponds to one workgroup. Each column corresponds to a

workgroup property. Columns that the Workgroup table can display include:

— Unlabeled Checkbox: Select this check box to display Workgroup calls in the

Call Table.

— Workgroup: This field lists the workgroup’s name and extension.

— CHM: This column lists the active Call Handling Mode for the Group. Clicking

in this cell accesses a drop-down menu that changes the call handling mode.

— Queued Calls: This field lists the number of calls in the workgroup’s queue.

— Longest Queued Time: This field indicates the longest queue time of all calls in

the queue.

— Longest Call Time: This field indicates the longest call time of all calls in the

queue. This time differs from the longest queue time when calls are returned to

the queue after an agent answers it.

Figure 12-1 Queue Monitor

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ShoreTel 212k Spécifications Page 158