Specifications

Using Agent Toolbar Sending a Call to Your Personal Agent Queue
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ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 23
Sending a Call to Your Personal Agent Queue
A personal agent queue allows ACD calls to be queued for a specific agent. This powerful and useful
feature can improve customer service, since calls can be routed to an individual agent first, and then
expanded to a larger set of agents if that agent is not available. Agent queues are also extremely
useful for schedule callbacks, since calls can be routed directly to an agent. There are several ways to
send a call to your personal agent queue.
You can transfer an active call to your queue, and you can move a call from a group queue to your
personal agent queue. Once a call is in your personal agent queue, you can answer it as you would
any other call in a queue.
In order to use this feature, your administrator must enable agent queues and you must have the COS
permission Allow Routing of Calls to Personal Agent Queue.
Complete the following steps to transfer an active call into your queue:
 From the Agent Toolbar, click Send a Call to the Agent Queue .
 From the Call Status window, right-click the active call in the list and choose Send to Agent
Queue.
Complete the following steps to move a call from a group queue to your personal agent queue:
 While on an active call, double-click on a queued call in the ACD Calls window.
 From the ACD Calls window, right-click the call in the list and choose Send to Agent Queue.
Window Features
Window features focus on the Agent Toolbar and informational windows in Agent Toolbar. The
informational windows provide specific features when working in a window.
 Window Behavior — Click the window button in the top-left corner, and select the appropriate
option from the menu. The option Always on Top may be particularly useful.
Call Properties
Button
Help
Click to specify
window behavior