Specifications

Using Agent Toolbar Telephony Features
2
ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 12
 Swap Calls (1) — Swaps the call on hold with the connected call.
 Answer (2) / Connected Call (3) — Answers an incoming call or email.
If the incoming call is a chat, clicking Answer launches the chat browser.
 Disconnect (4) — Disconnects the current call.
 Start Transfer (5) — Starts the transfer procedure for the current call.
 Start Conference (6) — Starts the conference procedure.
 Divert Call (7) — Diverts the incoming call to another number.
 Hold (8) — Places the current call on hold.
 Call (9) — Calls the selected telephone number.
 Retrieve (10) — Retrieves the call on hold.
 Complete Conference (11) — Completes the conference procedure.
 Single Step Transfer (12) — Performs a single step transfer.
 Complete Transfer (13) — Completes the transfer procedure.
 Reconnect (14) — Disconnects the current call and reconnects to the call placed on hold.
 Set Callback – Reinsert Busy (15) — Reinserts a callback call in the queue. This feature is only
available when an actual call is connected; if the callback extension is invalid you will not be able
to use callback.
You may not need this feature if your system automatically identifies a busy destination and does
not transfer callbacks to an agent.
 Set Callback – Reinsert No Answer (16) — Reinserts an unanswered callback call in the queue.
This enables the system to again dial the outbound call. This feature is only available when an
actual call is connected; if the callback extension is invalid you will not be able to use callback.