Specifications

Communicating with Agents Adding Parameters to a Message
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ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 55
5. Click Delete.
6. Click Yes to delete the message, or click No to cancel.
Deleting a message removes it from any scenario in which it appeared.
Adding Parameters to a Message
The messages displayed on the wallboard often contain important information that supervisors may
want to convey to agents. This information can be taken from real-time reports by specifying a
predefined parameter. Each message can have its own combination of parameters, which represent
information in a group.
Complete the following steps to add message parameters:
1. Place the cursor where you want the parameter to appear within the message, and click
Parameter.
2. From the Group list, select one of the groups to which the selected parameter will refer. Refer to
Parameter Group Assignment Rules section on page 57 for details.
3. The Parameter list displays all the various parameters that can be added to a message. The
Length field below the Parameter list indicates the maximum number of characters used to
present the parameter’s value. To modify the displayed length, click the field and enter the required
number.
For example, you may have a message that informs the agents in the Sales group of their
progress in answering calls. Click Sales in the Group field, and then select ASA from the list of
parameters. This parameter indicates the Average Speed of Answer by the agents. Thus, when
this parameter is included, a number indicating the ASA follows the message.
4. To add the parameter to the message, click OK.
The new or modified parameter is added to the message and displayed in the work area of the
Message Editor in the form of paragraph marks. The number of paragraph marks reflects the
number of characters the parameter will take on the wallboard as defined in the Length field in the
Parameters window.
If a message is assigned to a scenario or popup message, you can not add or delete parameters.
From the Parameters List, you can select any of the following parameters to be included in your
message:
 General Parameters
 Grp name — Use to display the name of the group.
 Currently in Queue
 Queue calls — Number of Incoming ACD calls waiting in the groups queue.
 Above T.ASA — Number of Incoming ACD calls waiting in the groups queue more than T.ASA
seconds.