Specifications

Communicating with Agents Scenario Tab
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ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 60
Scenario Tab
The Scenario tab is used to define the message scenario for the selected wallboard. A message
scenario is a sequence of messages. Each message within the scenario is displayed on the wallboard
for a specific amount of time.
The Message Library lists all messages created in the Message Editor. The Scenario Table contains
the names of the messages in the order they appear along with the display time, in seconds.
The six buttons on the tab allow you to edit the scenario as follows:
 Up arrow — Moves the selected message up within the message scenario.
 Down arrow — Moves the selected message down within the message scenario.
 Add — Opens the Add Messages to the Scenario window and add a message to the message
scenario.
 Edit — Edits the selected message within the scenario; for example, to change the amount of time
the message will be displayed or to change the group to which the message is directed. The Edit
Message window opens.
 Remove — Removes a selected message from the Scenario Table. Note: The message is not
removed from the Library.
 Message Editor — Opens the Message Editor and edit the selected message.
Complete the following steps to create a message scenario:
1. Select a wallboard and click the Scenario tab.
2. In the Message Library, select a message to be added to the message scenario, and click Add.
3. Enter the amount of Time, in seconds, that you want the message to appear on the wallboard.
4. In Default Group, enter the appropriate group.
This group will be used for any parameter not specifically assigned a group in the next step.
5. Using the up and down arrows, select a parameter in Param #.
6. Note that the selected parameter is highlighted in the message area, and the parameter’s name
appears in the Name field.
7. Change the Group assignment for this field.
If you do not assign a group for a field, the parameter will display values related to the default
group selected in step 4.
8. Click OK to include the message in the scenario.
Repeat this procedure until all required messages are included in the scenario. A message can be
used more than one time in a scenario.