Specifications

Using Agent Toolbar Diverting Calls
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ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 17
Diverting Calls
Agent Toolbar makes it possible to divert an incoming call to another number while the call is ringing.
Complete the following steps to divert a call:
1. From the Agent Toolbar, click Divert Call.
2. In the Divert Call dialog box, enter the destination number, or select the number from the drop-
down list of recently called numbers.
3. Click OK. The system diverts the call to the specified number.
Working with Callbacks
Callback is an option for returning calls automatically when customers supply a callback number or
calls are abandoned by customers. The Callback feature offers customers an alternative to waiting in
queue when agents are busy. There are two types of callbacks:
 Abandoned — The caller hangs up after some time.
 Scheduled — The caller schedules a number and time to be called back.
If your Contact Center implementation includes callback, you are placed on reserve for outbound calls.
If the Contact Center Director option, Routing > Services > Scheduled Callbacks > Require Agent
Confirmation, is selected, the Outbound Callback Confirmation dialog box opens when an outbound
call is made. The dialog box displays the following call details to help you decide whether to accept or
reject the call:
 Destination Number — The number the system will dial.
 Customer Number — The customer’s phone number.
 Customer Name — The customer’s name.
 Response countdown — The remaining time (in seconds) for you to respond to the callback
request.
If you reject the call, or if you do not respond to accept the call, you are automatically placed in a
Release mode.
Complete the following steps to work with callbacks:
1. Click Yes in the Outbound Callback Confirmation dialog box to accept the callback.
2. Click the appropriate callback button, as explained in Callback Scenarios on page 17.
3. End the call by hanging up.
Callback Scenarios
The following table lists common scenarios while working with callbacks, the actions you should take,
and the result.