Specifications

Chapter 11: Contact Center ShoreWare Call Manager Manual
ShoreTel 9 141
Step 8 Select the Show Agent Toolbar check box from the Contact Center Options
window to display the Contact Center Agent Toolbar, similar to the one in
Figure 11-7.
The Agent Toolbar offers an optional method of accessing the Contact Center
features and application windows. Because the Agent Toolbar offers access to
many of the same functions and features as the integrated Call Manager
window, having both open at the same time may be redundant and unnecessary,
but it can ease the transition from Contact Center to the new unified interface.
11.3.1 Accessing Contact Center Features from Call Manager
• Depending on how the programmable buttons were configured, many of the
functions shown in the Agent Toolbar in Figure 11-7 will be the same as those that
now appear in the integrated Call Manager and Contact Center user interface.
• Supervisors can access certain capabilities by clicking on the highlighted buttons
shown in Figure 11-7.
• The following functions can be performed from the Agent Toolbar:
— Telephony Operations
— ACD Operations
— Application Windows
— Chat Operations
— Other Operations
11.3.2 Contact Center Feature Limitations in Call Manager
The Contact Center Agent Toolbar includes a status bar, shown in Figure 11-8, that
displays caller and call status information. Status bar information is not available through
Call Manager. Information displayed by the status bar that is not available through Call
Manager includes:
• Type of call the agent is servicing: voice call, email interaction, or chat interaction.
• Call Profile information collected from the IVR or configured in Contact Center.
The Call Status window in Call Manager displays the Call profile fields.
• Indicators that an agent is scheduled for an outbound call programmed by Contact
Center Dial Lists, abandoned callbacks, and scheduled callbacks.
When Agent Notification Preview is enabled in Contact Center, Call Manager
receives notification of programmed call before they are placed.
Call manager does not have ring tone options to distinctly identify the inbound call type on
the agent desktop. Call manager signals an incoming Contact Center call in the same
manner as all other calls.
Figure 11-7 Agent Toolbar functions