Specifications

Using Agent Toolbar Logging Into and Out of ACD Groups and Agent Queue
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ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 20
 Wrap-Up Code (8) — Associates wrap-up code with a call. In a wrap-up state, ACD calls are not
routed to you.
The time associated with a wrap-up state is typically used by agents to finish paperwork or tie-up
loose ends regarding the just ended call.
 Wrap-Up Manual Control (9) — Controls the wrap-up state. Extends the wrap-up time if the
automatic wrap-up time is not sufficient. The Ready button will flash during controlled wrap-up
reminding you to press the button to enable you to receive incoming calls.
 Manual Wrap-Up Ready (10) — Manually ends the wrap-up/controlled wrap-up state, making you
ready and available for ACD calls.
 Transfer to Agent (11) — Transfers a call to another available agent in your group.
The system treats a transfer to another agent, in the same ACD group, as an ACD transfer and
reports it as an ACD call.
 Supervisor Help (12) — Notifies a supervisor if you require help.
 Release with Code (13) — Allows you to choose a release code, indicating the reason for going
into the Release state.
 Send a Call to the Agent Queue (14) — Sends a call in your personal agent queue.
Logging Into and Out of ACD Groups and Agent Queue
Agent Toolbar provides two toggle buttons that allow you to log into or out from ACD groups and your
personal agent queue. These features are only available if your administration has given you the COS
permissions Initiate Specific Login/Logout and Automatically Log into Agent Queue.
If you log out with calls in your personal agent queue, a message is displayed informing you that calls
are still pending. If you decide to continue with the logout process, the calls in your queue are sent to
the No Agent destination. Otherwise, you will be logged out of all groups except your queue.
Note
If the Contact Center Director > System Parameters > Agent Preferences > When TAPI
connect is Lost > Agents go in release then auto-resume upon reconnect option is selected,
you are automatically placed in Release if a TAPI outage occurs while using a device affected by
the outage. Once TAPI recovers, you are automatically returned to the state you were in before
the outage.