Specifications

Configuring Workgroups
ShoreTel 6.1 Administration Guide 14 – 9
Parameters
The parameters on the Workgroups edit page are as follows:
Name This is the name of the workgroup.
This is a required parameter.
Extension This is the extension number of the workgroup.
If you change the extension number and there is an associated
mailbox, messages will be retained.
This is a required parameter and must be unique. A maximum
of 64 workgroup extensions can be defined.
Backup Extension This is the backup extension of the workgroup. If the
workgroup does not answer after the specified number of rings
(for example, server unavailable or network problem), the call
is routed to this extension. This allows you to configure backup
call routing in case of failures.
If the call volume is low, you can route these calls to an agent. If
the call volume is high, it is recommended that you route these
calls to a “must answer line” with a distinctive-sounding ring.
Agents can use the call pickup feature to “pick” calls from the
“must answer line” if the workgroup server is unavailable.
This is a required parameter.
DID This lets you assign a Direct Inward Dial (DID) number to the
workgroup. You can assign one DID number to a workgroup.
This is an optional parameter.
DNIS The Edit DNIS Map button invokes the Select DNIS Trunk
Group dialog box. This lets you select a trunk group for DNIS
routing. Only trunk groups that are configured for DNIS will be
presented in the dialog box. You can assign multiple DNIS
numbers to a workgroup. Also refer to “Select DNIS Trunk
Group Dialog Box” on page 14-13.
DNIS is typically used to route 800-number calls to a
workgroup or application.
This is an optional parameter.
User Group This lets you assign the workgroup to a user group from the
accompanying drop-down list. The workgroup must inherit
permission from the User Group’s CoS, since it has access to
some telephony features (such as Trunk-to-Trunk Transfer and
Call Forward External), as well as some voice mail features
(such as Incoming Message Length and Message Notification).
See “User Groups” on page 10-14 and “Telephony Features
Permissions” on page 10-3.
If you are using Barge In, Record, and/or Monitor, make sure
you have created user groups with the appropriate CoS
permissions.
This is a required parameter.