I have multiple sites running different builds of 14.2 across the state. They are not linked together in any way.

What happens is the phone will stop taking workgroup calls. It behaves as if it is busy. Calls queue or overflow depending on how the work group is configured. Calls directly to the phone extension or DID calls ring and behave normally, but workgroup calls just will not ring on the phone.

I unplugged the phones, plugged back in, same issue.

Replaced phone with a different IP230 or 565 and the phone will now ring. A few weeks later, same issue occurs.

Verified the firmware version is correct, phone behaved normally for months before the issue occurs.

I discovered re-booting the phone from the diagnostic tool will get the phone ringing again.

Until i figured that out, i was replacing the phones with IP485G phones which seemed to cure the problem.

Anyone seen this before?

builds 19.45.8701 and 19.44.1602 are at two of the sites.

thanks

I had an issue with an early build of 14.2 where the Workgroup agents would be on permanent wrap-up and never receive a call. Looking at my email messages, it looks like this was fixed in build 19.42.6503.0.

The Call Communicator did not show anything was wrong with the agent. I ran the workgroup CLI tool to see that the agents were in wrap-up.

But as soon as one issue was fixed with an upgrade, another issue came up. Right after the upgrade the voicemail escalations stopped working.

You may have to check the Shoretel release notes to see if this issue was already fixed in a later build.

Searching through the Fixed issues I found:
Known issues fixed in ShoreTel 14.2 build 19.46.7601.0:
ENG-368800 Calls to workgroup agent cannot be answered

Known issues fixed in ShoreTel 14.2 build 19.45.8701.0:
ENG-327956 Workgroup Agent's phones when logged in are not getting calls
ENG-252141 Workgroup Agent goes unavailable for Workgroup calls even though they are idle
Known issues fixed in ShoreTel 14.2 build 19.44.2503.0:
ENG-180322 Unable to answer Workgroup calls

Thanks for the KB info!
I have also discovered that restarting the work-group service corrects the issue as well.

Looks like I have another round of upgrades to do.

D