Specifications

Using Agent Toolbar ACD Features
2
ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 18
ACD Features
Agent Toolbar ACD features allows you to manage calls within ACD mode.
To increase your efficiency and productivity, display the appropriate ACD buttons on the Agent Toolbar.
Refer to Chapter 3. Customizing Agent Toolbar for information about adding and removing buttons.
Some ACD buttons can be programmed for specific purposes. Refer to Selecting Toolbar Features on
page 34 for details.
Table 1: Callback Actions and Results
Scenario Action Result
When the call is connected,
you hear a busy signal.
1. Click the Set Callback –
Reinsert Busy button.
2. End the call by hanging
up.
The number will be called back again once
the time specified in the Retry on Busy
option (in Contact Center Director) has
expired.
You are connected to
voicemail.
1. Click the Set Callback –
Reinsert No Answer
button.
2. End the call by hanging
up.
The number will be called back again once
the time specified in the Retry on No
Answer option (in Contact Center Director)
has expired.
You are connected to a fax
machine.
1. Click the Set Callback –
Reinsert Terminate
button.
2. End the call by hanging
up.
The number will not be called back and is
removed from the callback list.
You want the callback to be
made using a different
telephone number of the
customer.
For example, if after
connecting with the
customer, you are asked to
call back using a different
phone number.
1. Click any of the callback
buttons.
2. End the call by hanging
up.
The customer is called back using another
telephone number, as listed in the system.
This callback may be sent to a different
agent.
You speak with the customer
and the call is successful.
1. End the call by hanging
up.
No other callbacks are dialed for the
customer.