Specifications

Lesson 3: Workgroup Call Manager 3-3
Using the ShoreTel Call Manager Features – Student Guide
Workgroup Call Manager
The Workgroup Call Manager gives users an all-purpose tool for managing telephone
operations. When receiving an inbound call, detailed information including caller name,
number, trunk-identification and routing history is presented. This allows professional call
handling.
An intuitive point-and click interface gives quick access to commonly-used features such as
transfer and conference. In addition, the Workgroup Call Manager makes every phone a multi-
line phone, allowing the user to visually manage up to a maximum of 16 calls simultaneously.
The Workgroup Call Manager includes:
Agent Call Manager – Intended for workgroup agents providing complete login
and logout capabilities. Everyone in the workgroup also has access to the
Workgroup Queue Monitor and the ShoreTel Voice Mail Viewer.
Workgroup Supervisor Call Manager – Designed for use by supervisory
personnel and provides real-time monitoring of agents and their call activity.
Everyone in the workgroup also has access to the Workgroup Queue Monitor
and the ShoreTel Voice Mail Viewer.
Agent Call Manager
The Agent Call Manager provides login and logout capabilities. Everyone in the workgroup also
has access to the Workgroup Queue Monitor, which provides real-time updates on waiting
callers.
The Agent Call Manager can be viewed in compact, detailed or docked views.
Figure 3.1 – Workgroup Agent Call Manager