Specifications
Manuals
Brands
ShoreTel Manuals
Computer equipment
ShoreWare
33
34
35
36
37
38
39
40
41
42
Table Of Contents
ShoreTel Enterprise Contact Center 8 Using Agent Toolbar
Table of Contents
Before You Start
About This Book
Organization
Conventions
1. Overview
Starting Agent Toolbar
Standard Logon
Logging on in the Hotdesk or Citrix Environments
2. Using Agent Toolbar
Status Bar
Telephony Features
Making Calls
Answering Incoming Calls
Answering Incoming Email
Ending Email Calls
Using Wrap-Up Codes
Answering a Chat Contact
Transferring Calls
Conferencing
Diverting Calls
Working with Callbacks
Callback Scenarios
ACD Features
Logging Into and Out of ACD Groups and Agent Queue
Managing Your Groups
Assigning Wrap-Up Codes
Not Entering a Wrap-Up Code
Assigning a Release Code
Sending a Call to Your Personal Agent Queue
Window Features
Setting Up Agent Toolbar
Using the Call Status Window
Using the ACD Calls Window
Using the Call Log Window
Using the Telephony Window
Viewing Messages in the Agent Board
Other Operations
Running an External Application
Separating Buttons on the Agent Toolbar
Understanding Call Flow
Email Call Flow
Chat Call Flow
Dial List Call Flow
3. Customizing Agent Toolbar
Specifying Toolbar Display and Behavior
Selecting View Options
Defining Agent Toolbar Behavior
Changing Your Contact Information
Setting Ring Options
Setting Queue Alert Options
Selecting Toolbar Features
Adding Buttons to the Toolbar
Programming Buttons
Removing Buttons from the Toolbar
Personalizing the Telephony Window
Editing Tabs
Programming the Telephony Window Buttons
Defining Columns
4. Using ShoreTel Communicator with Integrated Agent Toolbar
Starting ShoreTel Communicator with Integrated Agent Toolbar
Working with ShoreTel Communicator & Integrated Agent Toolbar
Agents Using ShoreTel Communicator & Integrated Agent Toolbar
Supervisors Using ShoreTel Communicator & Integrated Agent Toolbar
Customizing ShoreTel Communicator with Integrated Agent Toolbar
Limitations
Information from Status Bar Not Available
Using ShoreT
el Communicator with Integrated Agent T
oolbar
Limitations
4
ShoreT
el Enterprise Contact Center
ShoreT
el Enterprise Contact Center 8 Using Ag
ent T
oolbar
42
1
...
...
40
41
42
