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  1. GilMes

    ShoreTel 8.1 calls return to queue

    Reviewing ShorTel 8.1 report documents I do not see where calls returned to queue (call avoidance) is captured. Any suggestions?
  2. GilMes

    Shoretel Call Manager

    Once we have deleted a voice message, it appears in the deleted folder. Reviewing the application guide the call then is permanately deleted from the server at 2 a.m. as long as the deleted voice message is older than 6 hours. I still have old voice messages in the deleted folder that are from...
  3. GilMes

    Shoretel Average Duration Time

    Looking at the User Activity Summary Report the Inbound All Average Duration (FOR INDIVIDUAL AGENTS) is different from the Workgroup Agent Summary Report Inbound Workgroup Calls Average Duration (INDIVIDUAL AGENTS) I am trying to figure out an Average Handle or Talk time per agent. I have...
  4. GilMes

    Shoretel Call Manager

    Thanks appreciate the help. Another question I have about Shoretel 8.1 I would like for the agents to place themselves in wrap up/make busy while still on a call. This will help when we are experiencing high call volume and it is time for an agent to go on break or lunch. We tried to do this...
  5. GilMes

    Shoretel Call Manager

    Shoretel phantom call, what would cause the Shoretel Call Manager to display a call in queue that is not actually in the queue?

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