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Monitoring Activity Monitoring Chat Sessions

ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 16

Complete the following steps to monitor calls:

1. Launch Agent Toolbar.

2. To silently monitor a call, click the Silent Monitor button .

If the Silent Monitor button is programmed with the number to monitor, the system automatically

connects you to that number’s current call.

If the button is not programmed with the number to monitor, the Silent Monitor dialog box appears.

Use the Silent Monitor dialog box to enter the number to connect to, or select a recently connected

number from the drop-down list.

3. Click OK.

4. To barge-in on a call, click the Barge-In button .

If the Barge-In button is programmed with the number to monitor, the system automatically

connects you to that number’s current call.

If the button is not programmed with the number to monitor, the Barge In dialog box appears. Use

the Barge-In dialog box to enter the number to connect to or select a recently connected number

from the drop-down list.

5. Click OK.

Monitoring Chat Sessions

You can monitor chat sessions between agents and customers using any of these modes:

 Silent Monitor — Allows you to watch a chat session without either the agent or the customer

knowing.

 Coach — You can provide information and directions to the agent through chat messages that

only the agent sees. Your chat messages to the agent are not included in the chat session

transcript.

 Barge-In — Enables you to participate in the chat session. Both the agent and customer see your

chat messages, which are included in the chat session transcript.

In order to monitor chat sessions, you must have the Contact Center Chat feature installed and

configured. You also must know the IP address of the Tomcat Server used to run the chat Java

servlets.

Complete the following steps to monitor chat sessions:

1. Point your browser to http://[Tomcat Server IP address]:8080/ECCChat/supchat.html.

2. Enter your Name, Username, and Password, and then click Login.

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ShoreTel ShoreWare Spécifications Page 16