Specifications

Configuring Workgroups
ShoreTel 7.5 Administration Guide 14 – 3
The Call Manager applications give agents and supervisors real-time call information,
including available Caller ID, call duration, and call state. The call’s detailed routing
information is displayed so that agents know everyone the current caller spoke with in
the enterprise before reaching the contact center. Additionally, the contact center’s
mailbox is displayed to every agent for accessing and handling the callers who chose to
leave a message rather than wait for an agent.
Agents and supervisors have access to the real-time Queue Monitor. This application
provides current information on what is happening in the contact center queue. It
displays the number of callers, specific information about each, and how long people
have been waiting.
The Agent Monitor is the supervisor’s tool for managing the workgroup agents. It
shows the supervisor the current login status of all the agents, whether they are on a
call or not, and allows for changing the agent’s status from the supervisor’s position to
manage contact center coverage.
The following is a summary of the workgroup Call Manager features:
Call Manager applications
•
Display Caller ID, call duration, and call state.
• Display detailed routing information for calls.
• Display and access the shared contact center voice messages.
• Provide point-and-click access to the system’s call handling features.
• Log in and log out of the workgroup call flow.
Real-time Queue Monitor
•
Display a summary of the number of callers waiting and the longest wait time.
• Show a detailed view of the information about each waiting call.
• Display warnings when the number of calls or longest wait time exceeds the
supervisor’s thresholds.
• Display or control the call handling mode.
Supervisor’s Agent Monitor
•
Display the current login status of the agents in the workgroup.
• Show whether agents are on a call and how long they have been talking.
• Control agent’s login status from the supervisor’s position.
Intercom/Paging, Barge In, Record, and Monitor
Monitoring allows one party to eavesdrop on a call. It is a limited conference call where
the monitoring party hears the other parties, but the monitored parties do not hear the
monitoring party. Monitoring is undetectable by the parties being monitored, except by
a warning tone. Monitoring is typically used in workgroups to evaluate agent
performance.
A recording warning tone may be played to the customer during call recording and
monitoring. The warning tone is enabled for the entire system using a Call Control
option. For a specific call, it may be disabled by using an Auto-Attendant menu option.
No tone is played during a Barge In call.
Barge In allows one party to join an existing call as a fully conferenced participant.
When Barge In is initiated, a brief intrusion tone is played to the other participants and
(if present) the monitoring warning tone is discontinued.