Specifications

ShoreWare Call Manager Manual Chapter 10: Workgroups and Operators
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To open the Agent Monitor, perform one of the following:
• Click the Application Button, then select Workgroup -> Agent Monitor.
• Select Workgroup -> Agent Monitor from the Main Menu.
• Select Windows -> Agent Monitor from the Main Menu.
• Select Windows -> Agent Monitor from the Assignment bar.
• Right click the ShoreTel icon in the system tray and select Workgroup -> Agent
Monitor.
• Press Ctrl+Shift+A.
The Agent Monitor opens in the Main window content area or in a Satellite window.
10.4.2.1 Viewer Modes
Call Manager provides the following Agent Monitor view options:
• Details – Each agent is listed in an individual row, similar to the traditional
Windows Explorer column view, and grouped by Workgroup. Agents can be sorted
within their workgroups by clicking the column headings at the top of the list.
• List – Agents are displayed in a single column that shows their name and log status.
Agents are listed alphabetically within their workgroups.
• Small Icons – This view displays all Agents without separating them into their
workgroups. Phone status is displayed using small icons.
• Large Icons – This view displays all Agents without separating them into
Workgroups. Phone status is displayed using large icons.
To select a viewer mode, right click in the Monitor table and select the desired mode.
10.4.2.2 Viewer Components
The Agent Monitor comprises an action bar, a workgroup table, and a call table:
• Action bar: The action bar contains buttons that trigger agent options and panels.
Action bar buttons include:
— Pickup: Press this button to pickup the call from the selected agent. This option
only available to Operator Call Manager.
— Unpark: Press this button to unpark a call from the selected agent. This option
only available to Operator Call Manager.
— Dial: Press this button to initiate a call to the selected agent.
— Dial Mailbox: Press this call to call the selected agent’s voice mailbox.
— Intercom: Press this button to perform an intercom call to the selected agent.
— Whisper Page: Press this button to initiate a whisper page to the selected agent.
— Barge In: Press this button to barge into the selected agent’s call.
— Silent Monitor: Press this button to listen to the selected agent’s call.
— Logged In: Press this button to log the selected agent into the workgroup.
— Logged Out: Press this button to log the selected agent out of the workgroup.
— Wrap-Up: Press this button to change the selected agent’s log status.
— More Info: Press this button to display status and call handling information for
the selected agent.
• Filter bar: The Agent list displays only entries whose name or number matches the
the filter bar text. Filter bar contents are compared to columns that list name and
contact information for the entries.