Specifications

Using Agent Toolbar Answering Incoming Email
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ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 14
In your call center, you may be required to provide a wrap-up code before answering the next
incoming call, even if you are logged out of a group. In this case, Agent Toolbar displays the Enter
Wrap-Up Code icon on the Status bar. Click the icon to enter the wrap-up code, as explained in
Assigning Wrap-Up Codes on page 22.
Answering Incoming Email
When an email comes in, the system routes the email to an agent. If you have an incoming email, the
Status bar turns yellow, indicating that an email is available.
Complete the following steps to answer an incoming email:
1. From the Agent Toolbar, click Answer.
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.
Ending Email Calls
An email call ends when an agent answers an email or clicks the Disconnect button.
When an agent clicks the Disconnect button to end an email call, the following scenarios may be
applicable depending on the status of the Allow Late Email Replies feature:
 If Allow Late Email Replies is not selected and an agent replies to an email after the email
call is disconnected, the reply is sent to a dead letter account, if one is configured.
 If Allow Late Email Replies is selected and an agent replies to an email before the Allow
Reply for period expires, the email is sent to the customer.
 If Allow Late Email Replies is selected and an agent does not reply to the email before the
Allow Reply for period expires, the email is routed to another available agent.
 If Allow Late Email Replies is selected and an agent replies to email after the Allow Reply
for period expires, the reply is sent to three different places: a dead letter account, if one is
configured; the customer; and to an available agent.
Refer to Setting Agent Preferences on page 151 in the ShoreTel Contact Center 8 Administrator
Guide for information about configuring the Allow Late Email Replies and Allow Reply for
settings.
Using Wrap-Up Codes
In your call center, you may be required to provide a wrap-up code before answering the next
incoming call, even if you are logged out of a group. In this case, Agent Toolbar displays the Enter
Wrap-Up Code icon on the Status bar. Click the icon to enter the wrap-up code as explained in
Assigning Wrap-Up Codes on page 22.
Wrap-up codes are applicable to all call types: voice, email, and chat.