Specifications

Using Agent Toolbar Setting Up Agent Toolbar
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ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 24
 Help — Click the Help icon to get context-sensitive help on the window.
 Call Properties — If the window contains a list of calls, selecting a call and clicking Call Properties
provides an area where the agent can enter notes about the call. This information is no longer
available when the agent closes Agent Toolbar.
To increase efficiency and productivity, configure the Agent Toolbar to display the Window buttons that
are most useful. Refer to Chapter 3., Customizing Agent Toolbar for information about adding and
removing buttons.
 Call Log (1) — Lists the calls handled by you in the current logon session and in your personal
agent queue.
 Call Status (2) — Displays the status of your connected calls and calls in your personal agent
queue.
 ACD Calls (3) — Shows the current calls in the group queue and your personal agent queue.
 Agent Setup (4) — Customizes the Agent Toolbar.
 Telephony (5) — Enables access to telephone operations from your desktop.
 Agent Board (6) — (Optional) Displays real-time information from your supervisor or
administrator.
 Exit (7) — Closes Agent Toolbar.
 Online Help (8) — Opens online Help.
 About (9) —Displays information about the Agent Toolbar application.
Setting Up Agent Toolbar
The Agent Setup button provides access to tabs to customize Agent Toolbar, specify preferences,
define your extension and email address, select a ring tone, and create alerts.
This feature is only available if your administration has given you the COS permission Agent Toolbar
Setup.
Complete the following steps to set up Agent Toolbar:
1. From the Agent Toolbar, click Agent Setup.
2. Click on appropriate tab: