Specifications

Using Agent Toolbar Using the Call Status Window
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ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 25
 Toolbar — Provides options for the display and contents of the Agent Toolbar.
 Preferences — Includes options for personalizing the Agent Toolbar.
 Contact Information — Identifies your extension number, email address, and server address.
 Ring — Includes options for ring alerts and tones for incoming contacts by voice, email, or chat.
 Queue Alert — Displays options for alerts.
Refer to Chapter 3. Customizing Agent Toolbar for information about using these tab options.
Using the Call Status Window
The Call Status window shows the status of all your currently connected calls and calls in your
personal agent queue. Because the Status bar displays details only for the current call, the Call Status
window is useful for viewing information on other calls. You also can use the Call Status window to
simultaneously handle a combination of calls, transfer an active call into your personal agent queue,
and define how data on a call is displayed on the Status Bar.
Information is displayed in columns.This feature is only available if your administration has given you
the COS permission Call Status.
Complete the following steps to use the Call Status window:
1. From the Agent Toolbar, click Call Status. The Call Status window opens.
2. To view call properties, select the call from the list and click Call Properties.
3. The Call Properties dialog box opens. Use the Notes field to add a note about the call. Click OK to
close the dialog box
4. Information in the Notes field is saved to the Call Log.
5. To change the sort order of the calls in the list, click the column header to display the calls in
ascending or descending order.
6. To add to or delete columns from this window, refer to Defining Columns on page 37.
7. To work with a call, right-click on the call in the list, and select the appropriate command from the
pop-up menu. These commands are Add, Drop, Hold, Retrieve, and Send to Agent Queue.
Using the ACD Calls Window
The ACD Calls window provides information about calls that are currently in group queues and in your
personal agent queue. You can answer a call in a queue directly from this window. Information is
displayed in columns.
Note
You can send a call to your personal agent queue only if the connected call is an ACD voice call
and you have
the COS permission Allow Routing of Calls to Personal Agent Queue.