Specifications

Using Agent Toolbar Telephony Features
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ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 11
1. Move between active calls by clicking the Toggle button ( ). The Status bar changes to reflect
information about the currently connected call.
2. Determine the state of you extension by the color of the Status bar:
 Yellow — A call is ringing.
 Green — You are connect to the call.
 Light Blue — You are on reserve for outbound calls.
 Magenta — The call is on hold.
 Blue — The action has been initiated.
 Red — The action has failed.
3. Identify the type of call you are currently on by the icon(s) displayed in the Status bar:
 Callback (1) — Callback call, scheduled by the customer.
 Web Callback (2) — Web callback call. A web callback is a callback call requested from the Web.
 Dial List (3) — Dial list or campaign call.
 Callback-Abandoned Call (4) — Callback call to an abandoned caller.
 ACD (5) — Incoming ACD call.
 Chat (6) — Chat contact.
 Email (7) — Email contact.
 Voice (8) — Voice call.
Telephony Features
Agent Toolbar’s telephony features enable you to handle calls with a single click.
To increase your efficiency and productivity, configure the Agent Toolbar to display the most useful
telephony buttons. Refer to Selecting Toolbar Features on page 34 for information about adding and
removing buttons.