Specifications

System Overview
Planning and Installation Guide 2 – 9
Queue Monitor
The Shoreware Queue Monitor is embedded in the Agent and Supervisor Call Manager
client software. The Queue Monitor allows agents and supervisors to monitor business-
critical queue statistics and information in real time.
For agents belonging to multiple workgroups, the Queue Monitor displays the queue
for all the workgroups of which the agent is a member.
Agent Monitor
The Agent Monitor provides workgroup supervisors with a real-time view on call
center activity. The monitor shows status information for agents in all the workgroups
of which the supervisor is a member, including the agent’s login state (logged in, logged
out, in wrap-up mode), current call activity, and current call duration.
Directory Viewer
Directory Viewer is a convenient phone book of system and personal contacts for
anyone who does not use Microsoft Outlook. Users can view contacts, change contact
information, and initiate calls from the viewer.
History Viewer
Available through Call Manager, the History Viewer displays a detailed log of both
incoming and outgoing calls. Users can search the history for phone numbers of past
callers. For each call, the History Viewer displays the source or destination number, the
start time, and duration.
Call Detail Recording
The ShoreTel 6.1 system tracks all call activity on the system, across all locations, and
generates call detail records into a single database on the main ShoreWare server. The
system comes bundled with the reports that use information from the database,
including User Activity, Trunk Activity, Workgroup Agent Activity, Workgroup Queue
Activity, Workgroup Service Level Summary, Account Code Summary, Account Code
Detail, and WAN Activity. The system also provides a text file that can be used by third-
party call accounting packages.
Desktop Call Control Service
The Desktop Call Control server application provides call status and call control to
every user on the system. This is provided through a Remote TAPI Service Provider
(RTSP) that is on every desktop for ShoreTel’s Call Manager applications and other
desktop TAPI applications.
Unified Messaging Service
Unified Messaging, ShoreTel’s Outlook integration feature, provides the interface to the
messaging applications on the desktop computers. This feature provides access to voice
mail from Microsoft Outlook for each user, enabling users to manage their voice mail
messages in the same way that they currently manage their e-mail messages.
In addition, Unified Messaging enables access to the system directory and each user’s
personal options. Unified Messaging also allows users to take advantage of the
calendar-based call handling feature, which lets employees customize how calls are
routed when they are not available.