Specifications

Chapter 10: Workgroups and Operators ShoreWare Call Manager Manual
ShoreTel 9 131
• Agent List: The Agent table lists the Agents in the Workgroups to which you
belong. Each row corresponds to one agent. When viewing the table in Details
mode, each column corresponds to an agent property or status indicator. Columns
that the Agent table can display in Details mode include:
— Name: This field lists the agent’s name
— Agent State: This field lists the agent’s log state.
— Number: This field lists the agent’s extension.
— Extn Status: This field lists the agent’s phone status.
— Call Handling Mode: This field indicates the agent’s current call handling mode.
— Call Handling Note: This field lists the agent’s current call handling note.
— Call Handling Details: This field indicates the call forwarding method specified
by the agent’s active call handling mode.
— Call State: This field indicates the status of the call that the agent is handling.
— # Calls: This field indicates the number of calls on the agent’s call stack.
— Duration: This field indicate duration of the call that the agent is currently
handling.
Agent Monitor also plays an audio alert while a new call rings any agent.
10.4.2.3 Context Menu Operations
You can perform most operations available on the Action bar through a context menu
accessed by right clicking on an Agent.
Functions accessible through the Agent Monitor include:
• Workgroup functions: viewing and changing agent status
• Call Monitor functions: barge in, silent monitor, whisper page
• Call Resumption functions: Park and Pickup
• Agent Contact options: Dial, Dial Mailbox, Intercom
The Agent Monitor displays workgroup agents' call status and activities. The telephone
icon next to an agent's name indicates call status and the number of calls the agent is
handling. The connection icon displays the agent’s logged on and wrap-up status.
To initiate a voice call to an agent’s extension, perform one of the following:
• Double-click on the name of the desired contact
• Drag and drop the name of the desired contact into the Active Call Area in the Main
Window.
To initiate any other call operation, right click on the desired contact and select the
operation or phone number from the context menu.
10.4.3 Bridged Call Appearance Monitor
The Bridged Call Appearance Monitor, as shown in Figure 10-3, displays the Bridged Call
Appearances for which your extension has devices configure to answer. Operator Call
Manager is required to access the Bridged Call Appearance Monitor.
To display the BCA Monitor, as shown in Figure 10-3, perform one of the following:
• Click the Application Button and select Windows -> Bridged Call Appearance
Monitor.
• Select Windows -> Bridged Call Appearance Monitor from the Main Menu.
• Select Windows -> Bridged Call Appearance Monitor from the Assignment bar.