ShoreTel ShoreWare Especificações Página 4
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- Índice
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Avaliado. / 5. Com base em avaliações de clientes
Table of Contents
ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 4
Other Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Running an External Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Separating Buttons on the Agent Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Understanding Call Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Email Call Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Chat Call Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Dial List Call Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Chapter 3 Customizing Agent Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Specifying Toolbar Display and Behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Selecting View Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Defining Agent Toolbar Behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Changing Your Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Setting Ring Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Setting Queue Alert Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Selecting Toolbar Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Adding Buttons to the Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Programming Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Removing Buttons from the Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Personalizing the Telephony Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Editing Tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Programming the Telephony Window Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Defining Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Chapter 4 Using ShoreTel Communicator with Integrated Agent Toolbar . . . . . . . . .38
Starting ShoreTel Communicator with Integrated Agent Toolbar . . . . . . . . . . . . . . . . . . . . . . 38
Working with ShoreTel Communicator & Integrated Agent Toolbar . . . . . . . . . . . . . . . . . 39
Agents Using ShoreTel Communicator & Integrated Agent Toolbar . . . . . . . . . . . . . 40
Supervisors Using ShoreTel Communicator & Integrated Agent Toolbar . . . . . . . . . . 40
Customizing ShoreTel Communicator with Integrated Agent Toolbar . . . . . . . . . . . . . . . . . . . 40
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Information from Status Bar Not Available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
- ShoreTel Enterprise Contact 1
- Center 8 Using Agent 1
- Table of Contents 3
- Before You Start 5
- Marking Meaning 6
- Overview 7
- Starting Agent Toolbar 8
- Using Agent Toolbar 10
- Telephony Features 11
- Making Calls 13
- Answering Incoming Calls 13
- Answering Incoming Email 14
- Ending Email Calls 14
- Using Wrap-Up Codes 14
- Answering a Chat Contact 15
- Transferring Calls 15
- Conferencing 16
- Diverting Calls 17
- Working with Callbacks 17
- ACD Features 18
- Managing Your Groups 21
- Assigning Wrap-Up Codes 22
- Assigning a Release Code 22
- Window Features 23
- Setting Up Agent Toolbar 24
- Using the Call Status Window 25
- Using the ACD Calls Window 25
- Using the Call Log Window 26
- Using the Telephony Window 27
- Other Operations 28
- Understanding Call Flow 29
- Customizing Agent Toolbar 30
- Setting Ring Options 32
- Setting Queue Alert Options 33
- Selecting Toolbar Features 34
- Programming Buttons 34
- Editing Tabs 35
- Defining Columns 37
- Using ShoreTel Communicator 38
- Agent ID — 39
- Agent Password — 39
- Agent Toolbar 40
- Limitations 41
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