Specifications

ShoreTel 9 125
C HAPTER 10
Workgroups and Operators
10.1 Introduction
Workgroups is an entry level contact center application for small, informal Automatic Call
Distribution (ACD) groups that is integrated into ShoreWare. Workgroups support basic
call routing, agent management, reporting, and agent activity functions.
Classic phone operators provide assistance to callers and manage PBX switchboards.
Although many operator functions can be automated, many systems or situations require a
live person to handle specific issues.
Call Manager supports Workgroups and Operators through three Call Manager types. This
chapter describes functions and components provided by these client types.
10.2 Client Types
Call Manager provides three client types that provide capabilities required by users that do
have workgroup or operator responsibilities: Workgroup Agent, Workgroup Supervisor,
and Operator.
10.2.1 Workgroup Agent
Workgroup Agent Call Manager is assigned to workgroup members that have basic call
handling responsibilities. Workgroup Agent Call Manager supports the following features:
• All functions available through Professional Call Manager
• Enhanced Contacts Viewer capabilities, including drag-and-drop call transfer
• Workgroup access utilities
• Workgroup Queue Monitor
• Workgroup voice mailbox
10.2.2 Workgroup Supervisor
Workgroup Supervisor Call Manager is assigned to users that are members of a workgroup
and have management responsibilities over the members and function of the group.
Workgroup Supervisor Call Manager supports the following features:
• All functions available through Workgroup Agent Call Manager.
• Workgroup Agent Monitor
• Enhanced Agent Monitor capabilities
• Supervisory specific functions, including editing agent access settings and
establishing Workgroup activity thresholds.