ShoreTel: Clearing Queue Monitor of a Caller No Longer Connected

IT

ShoreTel: Clearing Queue Monitor of a Caller No Longer Connected

Overview

Call queuing is a great way for phone operators to manage high volume of calls. For ShoreTel systems version 12.x and lower on rare occasions a call will not fully disconnect and a received call will show as connected and use up one of the available ports even though the original caller has been disconnected. This article explains how to forcibly disconnect the call so it does not use up one an available port on the switch.

Instructions to Forcibly Disconnect Call

Note: A server reboot will fix the issue, however if the issue needs to be correct during production hours, this fix can be applied without affecting other users.

For this particular client below, their requirements are that callers are not to be kept in the call queue for more than a few minutes. Call flow ends at a voicemail system to avoid callers remaining in the call queue indefinitely. In the example shown in the screenshot below, a call has been active for approximately 1 hour in the ‘Operator’ workgroup. 

Although ShoreTel will give the option to ‘Pickup,’ the system will immediately hang up on the user attempting to ‘Pickup’ and it will continue to display the caller as being in the call Queue. 

Identify The Trunk In Use

If you have a large system, it is important to identify which trunk is being used so other users do not have their calls terminated by accident. Right click on the queued call and select More Info. In this example the trunk group in use is identified as SureTrunk Group – Trunk (1) 

Open Trunk Tool on Server

Next, open the Trunk Test Tool from the server. Select the sites, and switches that contain the trunk listed. If you are unsure where this might be, check all sites and switches. This will display all the trunks available.

 

Once the trunk tool is open, find the problematic trunk. Although the call state for Trunk (1) is displayed as Idle, note that the Hook status is showing as OFF Hook even though it should be displayed as On Hook.

To fix this, right click on the trunk (make sure to select the right trunk or a user could be accidentally disconnected from their call) and select reset port.

 

Confirm that On Hook is now being displayed.

 

The caller should no longer display in the queue monitor!

More About the Author

Ideen Jahanshahi

Solutions Architect
The InterWorks Approach to Great Consulting: Part 3 If you’ve been following along, you know that this blog miniseries is all about dissecting the shared traits that some of my most ...
The InterWorks Approach to Great Consulting: Part 2 At InterWorks, we pride ourselves on being unique and having a different take on work than other companies out there. A huge part of ...

See more from this author →

Subscribe to our newsletter

  • I understand that InterWorks will use the data provided for the purpose of communication and the administration my request. InterWorks will never disclose or sell any personal data except where required to do so by law. Finally, I understand that future communications related topics and events may be sent from InterWorks, but I can opt-out at any time.
  • This field is for validation purposes and should be left unchanged.

InterWorks uses cookies to allow us to better understand how the site is used. By continuing to use this site, you consent to this policy. Review Policy OK

×

Interworks GmbH
Ratinger Straße 9
40213 Düsseldorf
Germany
Geschäftsführer: Mel Stephenson

Kontaktaufnahme: markus@interworks.eu
Telefon: +49 (0)211 5408 5301

Amtsgericht Düsseldorf HRB 79752
UstldNr: DE 313 353 072