Specifications

A-4 Appendix – Things to Remember & Lab Exercises
Using the ShoreTel Call Manager Features – Student Guide
• Agents can be alerted when thresholds for wait-time and number of
callers waiting are exceeded.
• The Workgroup Voice Mailbox is only accessible from the Voice Mail
viewer. Only personal voice mail messages appear in Outlook.
• If given permission, agents can pickup calls directly from queue,
irrespective of the caller’s position in the queue.
• The Workgroup Supervisor Call Manager allows real-time monitoring of
agents and provides caller information, agent login and logout state and
wrap-up status.
• Supervisors can set alert thresholds for maximum wait time and number
of callers in queue.
• Supervisors can change the state of each agent and workgroup call
handling parameters as needed.
• Supervisors can activate the Silent Monitoring, Barge In, and Call Record
features using the Agent Monitor window.
• Operators, using the Operator Call Manager, can instantly access call
status, call handling modes, and call notes for every user on the system
to route calls more professionally and quickly.
• Operators can use the “Hands Free” mode with a headset and keyboard
shortcuts.
• If an operator is assigned to a workgroup then the Operator Call Manager
includes all the features of the Workgroup Supervisor Client.