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CHAPTER
ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 7
1.
Overview
ShoreWare Agent Toolbar is a powerful, easy-to-use software application that provides agents with
access to telephony and ACD capabilities. Telephony capabilities include features such as answer,
call, hold, transfer, and conference. ACD capabilities include features for going into release, resume,
and wrap-up modes, and viewing calls in a queue.
Agent Toolbar works with ShoreTel Enterprise Contact Center to enable you to maximize performance
in your call center environment. In addition, if you have the correct license and permissions, you can
use Agent Toolbar integrated with ShoreTel Communicator.
Agent Toolbar has the following features:
Customizable Toolbar — Buttons can be programmed, enabling quick access to Agent Toolbar
features and frequently performed telephony operations.
Telephony window — Perform call handling from your desktop by assigning keypad buttons to
specific telephony functions.
ACD Calls window — Provides a view of the status of all calls in a queue. The call list updates
dynamically to show the current queue situation. If a call requires immediate attention, you can
pick up a call directly from the queue. You can also use this window to place calls into your
personal agent queue.
Call Status — Displays the status of your connected calls. You can also place calls into your
personal agent queue using this window.
Call Log — Available for all calls ringing or answered by an agent.
Agent Board — Real-time statistical information about your group.
Chat — Provides a chat browser for handling chat contacts.
- 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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