Queue FAQ/Troubleshooting

Content

This article provides Frequently Asked Questions about troubleshooting aspects of Contact Center 2.0, which is the legacy call center solution for the ShoreTel Sky phone system. Click here to return to the main Contact Center 2.0 article.

Table of Contents

How can I change my Viewpoint password?
Can I change the font size in Viewpoint?
Can I save Viewpoint on my desktop so I do not have to log in via the web URL?
When I save the 2X Client to my desktop, why does it disappear after I launch it?
I have calls in queue, and agents available, so why are calls NOT being sent to the agents?
Why do I sometimes have "-1" calls in queue appear in Viewpoint and the Agent Portal?
Why are transferred calls not showing the Caller ID of the caller?
Will the ANI or Caller ID from a call "manually" transferred to a queue appear on an agent's screen?
Why do queue calls sometimes go to agents' VM boxes?
Related Topics

How can I change my Viewpoint password?

Please contact ShoreTel Sky Support to change your viewpoint password.

Can I change the font size in Viewpoint?

Please contact ShoreTel Sky Support to adjust the font size.

Can I save Viewpoint on my desktop so I don't have to log in via the web URL?

Yes, when you launch viewpoint (See images below) you can save the application on your desktop. You will also need to edit the ICON on your desktop to complete the installation.

Queue FAQTroubleshooting

When I save the 2X Client to my desktop, why does it disappear after I launch it?

To prevent the 2x Client from disappearing you will need to edit the short cut on your desktop using Notepad. Edit the last line from ><Dispose dt:dt="ui4">1</Dispose>? to ><Dispose dt:dt="ui4">0</Dispose>?.

002 Queue FAQTroubleshooting

I have calls in queue, and agents available, so why are calls NOT being sent to the agents?

When an agent is on a non-queue call, he/she will not be sent a queue call. Only agents who are available and ready can receive queue calls.

003 Queue FAQTroubleshooting

Why do I sometimes have "-1" calls in queue appear in Viewpoint and the Agent Portal?

This is a known bug. "-1" calls in queue means ZERO calls are in queue. We are currently investigating how to correct this.

Why are transferred calls NOT showing the Caller ID of the callers?

Calls that are transferred from a ShoreTel Sky phone to a queue will show the Caller ID of the phone making the transferred call. This may not work well if you are using ShoreTel Sky Application Integration Solutions and want to pop the screen of the recipient of the caller.

Will the ANI or Caller ID from a call "manually" transferred to a queue appear on an agent's screen?

The Caller ID of the ShoreTel Sky phone that transferred the queue call will appear on the agent's screen.

Why do queue calls sometimes go to agents' VM boxes?

This is a known bug. Please contact ShoreTel Sky Support to fix immediately.

Related Topics

ACD Queue
ACD Seat
Contact Center 2.0
ShoreTel Sky Contact Center
ShoreTel Sky Support
ShoreTel Sky Portal
Support Cases


Article: 000004555