Specifications

Using Agent Toolbar Making Calls
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ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 13
You may not need this feature if your system automatically identifies a destination that does not
answer and does not transfer callbacks to an agent.
 Set Callback – Reinsert Terminate (17) — Removes the callback call from the system. 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.
 Silent Monitor (18) — Allows you to monitor agent conversations.
 Barge In (19) — Enables you to barge in on agent conversations.
Making Calls
You use the Call button on the Agent Toolbar to make a call.
Complete the following steps to make a call:
1. From the Agent Toolbar, click Call.
If the Call button is programmed with the number to call, the system automatically dials the
number.
2. If the button is not programmed with the number to call, the Call dialog box appears. Use the Call
dialog box to enter the number to dial; recently dialed numbers can be selected from the drop-
down list. Click OK.
For information about changing the programmed number being prompted for a number each time
you click the Call button, refer to Programming Buttons on page 34.
Answering Incoming Calls
When a call comes in, the system routes the call to an agent. If you have an incoming call, the Status
bar turns yellow, indicating that your extension is ringing.
Complete the following steps to answer an incoming call:
1. From the Agent Toolbar, click Answer.
The Status bar indicates that you are now connected, and the Answer button changes to
Connected.
The current active call is displayed on the Status bar. The Connected button reverts back to the
Answer button after you complete the call. Use the Toggle button to move between calls.
Note
Agent Toolbar does not support silent coaching. Implementing such a feature can result in
unexpected information in the Status bar.