Specifications

CHAPTER
ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 10
2. Using Agent Toolbar
The ShoreTel Agent Toolbar provides quick access to frequently used operations. It enables you to
perform Telephony and automatic call distribution (ACD) operations from your desktop with the click of
a single button. And you can handle a combination of calls such as calls on hold, ringing calls, a
connected call, and an ACD call.
Agent Toolbar also includes special features, like a log of your calls.
Refer to the following sections for more information about using Agent Toolbar:
Status Bar.................................................................................................................. 10
Telephony Features................................................................................................... 11
ACD Features ........................................................................................................... 18
Window Features ...................................................................................................... 23
Other Operations....................................................................................................... 28
Understanding Call Flow ........................................................................................... 29
Status Bar
The Status bar provides a Toggle button, and displays information on your current activity and on the
state of your extension. This includes an indication if the current call is from your personal agent
queue.
The information shown on the Status bar has been determined by your administrator.
Complete the following steps to use the Status bar: