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ShoreTel Communicator for Windows Chapter 13: Contact Center
174
13.3.1 Accessing Contact Center Features from ShoreTel
Communicator
• Depending on how the programmable buttons were configured, many of the
functions shown in the Agent Toolbar in Figure 13-7 will be the same as those that
now appear in the integrated ShoreTel Communicator and Contact Center user
interface.
• Supervisors can access certain capabilities by clicking on the highlighted buttons
shown in Figure 13-7.
• The following functions can be performed from the Agent Toolbar:
— Telephony Operations
— ACD Operations
— Application Windows
— Chat Operations
— Other Operations
13.3.2 Contact Center Feature Limitations in ShoreTel
Communicator
The Contact Center Agent Toolbar includes a status bar, shown in Figure 13-8, that
displays caller and call status information. Status bar information is not available through
ShoreTel Communicator. Information displayed by the status bar that is not available
through ShoreTel Communicator 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 ShoreTel Communicator 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, ShoreTel
Communicator receives notification of programmed call before they are placed.
ShoreTel Communicator does not have ring tone options to distinctly identify the inbound
call type on the agent desktop. ShoreTel Communicator signals an incoming Contact
Center call in the same manner as all other calls.
Contact Center upgrades for the agents and supervisors are distinct from ShoreTel
Communicator upgrades for new software releases. Version updates for new Contact
Center releases that require an update for agents and supervisors must be performed as
described by Contact Center installation documentation and are not affected by ShoreTel
Communicator upgrades.
Figure 13-8 Status Bar in Contact Center Agent Toolbar
- RELEASE 11USER GUIDES 1
- ShoreTel 11 1
- Trademarks 2
- Version Information 2
- Company Contact Information 2
- Table of Contents 3
- Introduction 11
- 1.3 System Requirements 13
- 1.3.2 Hardware Requirements 14
- 1.3.3 Video Requirements 14
- Getting Started 15
- 2.2.2 64-bit Platform Support 16
- ShoreTel 11 17 17
- 2.3.4.1 Initial Configuration 18
- 2.4 Usage Preferences 19
- • Press Ctrl+O 20
- 3.1.1 Window Types 21
- 3.1.1.2 Satellite Window 22
- 3.1.1.3 Alerts 22
- 3.1.2 Window Components 23
- ShoreTel 11 25 25
- ShoreTel 11 27 27
- ShoreTel 11 29 29
- ShoreTel 11 31 31
- 3.2 Viewing Modes 32
- 3.2.4 System Tray 33
- 3.3 Viewers 34
- 3.4 Toolbar Customization 35
- • Image and Text 36
- • Image Only 36
- • Tex t On l y 36
- Voice Calls 37
- 4.2.2 SoftPhone 38
- 4.2.3 Extension Assignment 38
- 4.3.1 Handsfree Mode 39
- 4.3.2 Call Stack Size 40
- 4.4 Making a Call 41
- • Press Ctrl+Alt+D 42
- 4.5 Managing Incoming Calls 43
- • Press Ctrl+Alt+L 44
- 4.5.3 Rerouting Inbound Calls 45
- 4.5.4 Automated Call Handling 46
- ShoreTel 11 47 47
- ShoreTel 11 49 49
- ShoreTel 11 51 51
- ShoreTel 11 53 53
- Handling Setup panel 54
- ShoreTel 11 55 55
- 4.5.6 Find Me 57
- 4.5.6.1 Activating Find Me 58
- 4.5.6.2 Configuring Find Me 58
- 4.6 During an Active Call 59
- 4.6.1 Adjusting the Volume 60
- 4.6.2 Handling Multiple Calls 60
- 4.6.3 Call Transfer 60
- ShoreTel 11 61 61
- Figure 4-16 Transfer panel 61
- 4.6.3.3 Guided Transfer 62
- 4.6.4 Call Interruptions 63
- • Press Ctrl+K 65
- 4.6.5 Call Recording 66
- 4.6.6 Sending Tones 67
- 4.7 Specialty Calls 68
- ShoreTel 11 69 69
- Figure 4-23 Conference panel 69
- 4.7.2 Converged Conferencing 71
- 4.7.3 Video Calls 72
- 4.7.4 Intercom 73
- 4.8 Call Intervention 74
- 4.8.1 Barge In 75
- 4.8.2 Silent Monitor 75
- 4.8.3 Whisper Page 75
- 4.9 History Viewer 77
- 4.9.2.1 Deleting a Record 79
- 4.9.2.2 Clearing the History 79
- 4.10 Call Routing Slips 80
- 4.11 Call Notes 80
- ShoreTel 11 81 81
- Instant Messaging 83
- ShoreTel 11 85 85
- Presence 87
- 6.2.2 IM Presence 88
- ShoreTel 11 89 89
- 6.3 Displaying Presence 90
- 6.3.2 Presence Change Alerts 91
- 6.4 IM Presence Privacy 92
- ShoreTel 11 93 93
- Figure 6-4 Notification popup 93
- 6.4.4 Access Request Settings 94
- SoftPhone 95
- 7.3 Configuring SoftPhone 96
- Managing Address Entries 97
- Figure 8-1 Directory Viewer 98
- 8.2.2 Managing the Directory 99
- ShoreTel 11 101 101
- 8.3 Contact Viewer 103
- 8.3.2.1 Viewer Modes 104
- 8.3.2.2 Viewer Components 105
- 8.3.3 Managing Contacts 106
- ShoreTel 11 107 107
- 8.3.4 Contact List Operations 109
- 8.4.1 Implementation 110
- 8.4.1.2 Placing the File 111
- 8.4.1.3 Viewing the Contacts 111
- 8.4.2 File Properties 112
- ShoreTel 11 113 113
- Source=source text 113
- Version=vers ionname 113
- 8.4.2.2 XML Files 115
- 8.5 Speed Dial 117
- ShoreTel 11 119 119
- Managing Voice Mail 121
- 9.2.2 Voice Messages 122
- 9.3 Voice Mail Viewer 123
- Figure 9-2 Voice Mail Viewer 124
- ShoreTel 11 125 125
- 9.4 Managing Voice Messages 127
- 9.4.4 Calling the Sender 129
- 9.5 Voice Mail Notification 131
- 9.5.3 Notification Escalation 132
- ShoreTel 11 133 133
- 9.6 Distribution Lists 134
- ShoreTel 11 135 135
- ShoreTel 11 137 137
- 9.7 Configuring Voice Mail 139
- Shared Call Appearance 141
- ShoreTel 11 143 143
- 10.1.1.3 Assistant Users 144
- 10.1.1.4 Hotline 144
- 10.1.1.5 Programmable Buttons 144
- 10.1.3.1 Inbound Calls 145
- 10.1.3.2 Outbound Calls 146
- Silent Coach 147
- ShoreTel 11 149 149
- 11.3.1 ShoreTel Communicator 150
- ShoreTel 11 151 151
- 11.3.2 IP Phone 152
- ShoreTel 11 153 153
- Workgroups and Operators 155
- 12.3 Workgroup Status 156
- 12.4 Viewer Descriptions 157
- 12.4.1.1 Viewer Components 158
- ShoreTel 11 159 159
- 12.4.2 Agent Monitor 160
- ShoreTel 11 161 161
- ShoreTel 11 163 163
- ShoreTel 11 165 165
- 12.5 Viewer Enhancements 167
- Contact Center 169
- 13.2 Requirements 170
- ShoreTel 11 171 171
- ShoreTel 11 173 173
- Figure 13-6 Queue monitor 173
- Communicator 174
- Outlook Integration 177
- ShoreTel 11 179 179
- ShoreTel 11 181 181
- A.1 Introduction 183
- A.2 Panel Descriptions 183
- A.2.2 QuickDialer 184
- ShoreTel 11 185 185
- A.2.3 Call Handling Mode 186
- ShoreTel 11 187 187
- A.2.5 Extension Assignment 189
- A.2.6 Find Me 190
- A.2.7 Voice Mail 191
- A.2.8 Escalation 193
- A.2.9 Outlook 195
- A.2.10 Workgroups 197
- A.2.11 Telephony 198
- ShoreTel 11 199 199
- A.2.13 Instant Messaging 201
- A.2.13.2 Presence panel 203
- A.2.13.3 Privacy panel 204
- A.2.14 Conferencing 205
- Call Notes 206
- A.2.15 SoftPhone 207
- A.2.16 Video 208
- A.2.17 Sounds 209
- A.2.18 Languages 210
- ShoreTel 11 211 211
- ShoreTel 9.2 213 213
- ShoreWare Call Manager Manual 214
- ShoreTel 9.2 215 215
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