Specifications

Using Agent Toolbar Understanding Call Flow
2
ShoreTel Enterprise Contact Center ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 29
Understanding Call Flow
Email Call Flow
The process of receiving and addressing an email call is as follows:
1. To answer the email, the agent clicks the Answer icon, and the status bar in the integrated call
manager changes to show the call as connected. Refer to Telephony Features on page 11 for an
illustration of Agent Toolbar icons.
2. An email call is ended when the agent clicks the Disconnect button or replies to the email.
Chat Call Flow
The process of receiving and addressing a chat call is as follows:
1. When a chat call is routed to an agent, the agent receives a prompt in the integrated call manager.
stating that there’s an incoming chat request and indicates how long the chat interaction has been
active.
2. To answer the chat request, the agent clicks the Answer icon, and then the ECC displays a chat
window. Refer to Telephony Features on page 11 for an illustration of Agent Toolbar icons.
3. In the chat window, the agent converses with the customer using the Send button to send
responses to the customer.
4. When the chat interaction is complete, the agent clicks Disconnect to end the chat call.
Dial List Call Flow
The process of handling outbound dial list calls is as follows:
1. When agent is assigned an outbound call from a dial list, the integrated call manager displays a
notification for an incoming call. If Dial List > Dial List > General > Require Agent Confirmation
is selected in Contact Center Director, the agent clicks Yes to accept the call.
2. The integrated manager displays the amount of time the call has been in process.
3. The agent clicks the Disconnect icon to end the call. Refer to Telephony Features on page 11 for
an illustration of Agent Toolbar icons.