Specifications

Using Agent Toolbar Using the Call Log Window
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ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 26
Complete the following steps to use the ACD Calls window:
1. From the Agent Toolbar, click ACD Calls.
2. To filter the calls displayed, select a group from the top part of the window. The ACD Calls window
shows only the calls in queue for that group.
3. To answer a call in the queue, double-click on the call in the list.
You must have the COS permission Pickup from ACD Calls to answer a call in the queue.
4. To move a queued call to your personal agent queue, right-click the call in the list and select Sent
to Agent Queue.
You must have the COS permission Allow Routing of Calls to Personal Agent Queue to move a
queued call to your personal agent queue.
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.
Using the Call Log Window
The Call Log window displays log data about each of your calls. Information is displayed in columns.
This feature is only available if your administration has given you the COS permission Agent Log.
Complete the following steps to use the Call Log window:
1. From the Agent Toolbar, click Call Log.
Note
Information on queued calls is available only if your administrator has configured the system to
broadcast queue information and you ha
ve the COS permission Queue Monitor.
Delete Record
Button
Click to Clear
Call Log