Specifications

ShoreWare Call Manager Manual Chapter 11: Contact Center
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Contact Center Supervisors can access Contact Center through Call Manager only on PCs
upon which Contact Center Agent Bar, Contact Center Supervisor Applications, and Call
Manager are installed.
To use Call Manager for performing Contact Center operations, a Contact Center
Supervisor must also be configured as a Contact Center Agent.
For complete information on configuring Contact Center components, refer to Contact
Center documentation.
11.3 Configuring Contact Center Options
To configure the Contact Center options, perform the following:
Step 1 Open Call Manager. The panel in Figure 11-1 appears the first time Call
Manager is opened after integrated Call Manager is enabled for the user.
The Setup window is configured once. If it has not been configured, the Agent
Toolbar opens this dialog the first time it is executed. This dialog box offers a
manual way to enter IP addresses or mail account information.
• Server IP – The address of the Contact Center Server
• Local IP Address – The address of the agent’s client machine
• Mail Account – The Personal Email Username for Contact Center – not an
email address. Refer to the ShoreTel Contact Center Administration Guide.
• Mail Password – this is the agent’s password that is associated with the
Personal Email Username
Mail Accounts allows agents to receive email from callers through standard
email programs, such as Outlook or Outlook Express. Email accounts are
configured for each inquire type and email received in these accounts are
placed in a queue where an agent can download a predetermined number
of emails. Mailboxes can be assigned to a specific computer or agent.
Step 2 Verify the information in the setup window, then select Contact Center ->
Configure Call Center from the Call Manager main menu.
Call Manager displays the Contact Center Options panel shown in Figure 11-2.
Step 3 Click on the Configure Groups button from the Contact Center Options
window to display the Group manager window shown in Figure 11-3.
Figure 11-1 Configuring the IP addresses for the agent toolbar