Specifications

Using Agent Toolbar ACD Features
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ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 19
 Login Primary ACD Groups (1) / Logout Primary ACD Groups (2) — Allows you to log in to or
log out from your personal agent queue and all of your primary groups with a single click.
The button changes to indicate your current state:
 A green check mark shows that you are logged into your personal agent queue and primary
groups.
 A red check mark means you are logged out from your personal agent queue and primary
groups.
 Login to ACD Group (3) / Logout from Group (4) — Enables you to toggle between login to or
logout from your personal agent queue or a specific group to which you belong. The button
changes to indicate your current state:
 A green check mark shows that you are logged into your personal agent queue or your group.
 A red check mark means you are logged out from your personal agent queue or group.
 Groups Manager (5) — Makes it possible to manage your personal agent queue and groups by
specifying the login or logout state of each.
 Release (6) / Resume (7) — Enables you to toggle between setting your station to a Release
state and the normal ACD mode. This feature is useful when taking a break from your call center
activities.
The Release state blocks ACD calls without having to log out. You can also receive internal or
private calls. When in release mode, the button turns red; in resume mode the button is green.
You can not add or remove this button. If Agent Toolbar displays this button, it has been included
by your administrator during configuration.
Note
The appearance and functionality of the Agent Toolbar is determined by your administrator.
Your personal agent queue and primary groups are also defined and allocated by the
administrator during configuration.
An agent can add or remove buttons from the Agent Toolbar only if the administrator
configured the agent’s COS permission to do so. The administrator sets this permission by
enabling Agent Toolbar Setup in Agent > Class of Service > Agent Toolbar Setup in
Contact Center Director.