Specifications

ShoreWare Call Manager Manual Chapter 10: Workgroups and Operators
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10.2.3 Operator
Operator Call Manager is assigned to users that are required to provide assistance to system
callers or have call routing responsibilities. ShoreWare Operator Call Manager supports the
following features:
• All functions available through Workgroup Supervisor Call Manager.
• Enhanced Contact viewer capabilities, including call and agent management
functions
• Bridged Call Appearance Monitor.
10.3 Workgroup Status
10.3.1 Logging into and out of a Workgroup
Workgroup members receive calls to the workgroup extension when they are available and
are logged into the workgroup call. Call Manager displays workgroup status in the status
bar. Users that belong to multiple workgroups can receive calls from all the workgroups to
which they are members when their status is available. Each user has one workgroup status
that applies to all their workgroups.
To log in to your workgroups, perform one of the following:
• Click the Application Button and select Workgroup -> Logged In.
• Select Workgroup -> Logged In from the main menu.
• Click the Workgroup button on the Assignment Bar and select Logged In.
• Right click the ShoreTel icon in the System Tray and select Workgroup -> Logged In.
• Press Ctrl+Alt+I.
To log out of your workgroups, perform one of the following:
• Click the Application Button and select Workgroup -> Logged Out.
• Select Workgroup -> Logged Out from the main menu.
• Click the Workgroup button on the Assignment Bar and select Logged Out.
• Right click the ShoreTel icon in the System Tray and select Workgroup -> Logged
Out.
• Press Ctrl+Alt+O.
Your call control status appears in the Agent Monitor, which advise workgroup supervisors
of your availability to accept workgroup calls. The workgroup supervisor can also log
members in or out of the workgroup.
Depending on the workgroup's configuration, you may also be logged out automatically if
you do not answer a workgroup call while logged in.
10.3.2 Call Wrap-Up
The Call Wrap-Up feature gives you time between calls to complete notes or finish updates
to customer records. You are not available to accept calls from the queue when you are in
Wrap-Up mode. After the Wrap-Up interval ends, you are automatically logged into the
workgroup. The wrap up interval is defined for each workgroup and configured by the
system administrator.
You can change your Call Wrap-Up status before the interval ends by logging in or out of
the workgroup.