Specifications

Using Agent Toolbar Answering a Chat Contact
2
ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 15
Answering a Chat Contact
Chat sessions are initiated through requests coming from a chat web browser. The customer clicks a
Chat button on your web site to open a chat window while waiting for an agent to respond. A chat
browser window opens at your end, allowing you to start the chat session.
Contact Center supports the following chat services:
 Chat conversation — You can be engaged in a chat conversation at any time.
 Web callback — Customers can leave telephony callback information. The system uses this
information to initiate a telephone call with an available agent. You are put on reserve to receive an
outbound call and automatically connected once the customer is contacted to receive the call.
When a chat contact is routed to you, the Status bar indicates that the incoming contact is a chat
request.
Complete the following steps to answer a chat contact:
1. From the Agent Toolbar, click Answer.
2. To end the chat, from the Agent Toolbar click Disconnect, or close the browser.
Transferring Calls
Transferring puts the current call on hold while the system dials a specified destination number. This
allows you to determine the availability of a transfer destination, and introduce the caller to the transfer
destination. You can also cancel a transfer call, and connect a caller directly to the destination number
in a single step.
You can transfer calls to agents in another group. However, since these calls are treated as non-ACD,
Agent Toolbar’s wrap-up code features are not available on these type of calls.
If you are working in ACD mode, use the Transfer to Agent button to transfer the call to an agent
within your group. Refer to ACD Features on page 18 for details.
Complete the following steps to transfer a call:
1. From the Agent Toolbar, click Start Transfer.
If the Start Transfer button is programmed with the number to call, the system automatically dials
the number and puts the active call on hold.
2. If the button is not programmed with the number to call, the Start Transfer dialog box appears. Use
the dialog box to specify the number for the transfer destination. Click the drop-down list to select
from recently-called numbers.
3. Click OK.
The system dials the number and places the active call on hold.
4. Click Complete Transfer.