ShoreWare Agent Toolbar User Guide Release 4.32

ShoreWare Agent Toolbar User Guide Release 4.32

Document and Software Copyrights Copyright 1998 2004 by ShoreTel, Inc., Sunnyvale, California, U.S.A. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel, Inc. ShoreTel, Inc. reserves the right to make changes without notice to the specifications and materials contained herein and shall not be responsible for any damage (including consequential) caused by reliance on the materials presented, including, but not limited to, typographical, arithmetic, or listing errors. Trademarks ShoreCare, ShoreWare and ShoreGear are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. ShoreTel, ShoreTel5, ShorePhone, AnyPhone and ShoreTel Smart are trademarks of ShoreTel, Inc. in the United States and/or other countries. Microsoft, Windows, Windows NT, and ActiveX are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. VxWorks is a trademark of Wind River Systems. All other copyrights and trademarks herein are the property of their respective owners. Version Information ShoreWare Agent Toolbar User Guide Release 4.32 May, 2004 Company Information ShoreTel Inc. 960 Stewart Drive Sunnyvale, California 94085 (408) 331-3300 (408) 331-3333 fax www.shoretel.com

Contents PREFACE Overview...........................................................................Preface-iii About This Guide.....................................................................Preface-iii Documentation...................................................................Preface-iii Document Conventions.............................................................Preface-iv Disclaimer.......................................................................Preface-iv CHAPTER 1: USING THE AGENT TOOLBAR SOFTWARE Logging In.............................................................................. 1-1 The ShoreWare Agent Toolbar............................................................... 1-2 Telephony Operations...................................................................... 1-3 ACD Operations.......................................................................... 1-6 Window Operations....................................................................... 1-7 Other Operations......................................................................... 1-8 Chat Operations.......................................................................... 1-8 CHAPTER 2: CUSTOMIZING THE SHOREWARE AGENT TOOLBAR SOFTWARE The Toolbar Tab.......................................................................... 2-2 The Extension/Address Tab.................................................................. 2-4 CHAPTER 3: APPLICATION WINDOWS The Calls Log Window..................................................................... 3-1 The Calls Status Window................................................................... 3-3 The Agent Telephone Manager Window........................................................ 3-6 The Call Queue Window.................................................................... 3-8 The Chat Window....................................................................... 3-11 The Desktop Wall Board................................................................... 3-11 i

ii

Preface Overview ShoreWare Agent Toolbar Software makes it easy for agents to manage their calls and ACD activity. With the easy-to-use, intuitive toolbar design, every task can be completed with a simple click of an icon. The Agent Toolbar client communicates with the ShoreWare Contact Center Server over your IP network. Key features: Manage your calls, including answer, transfer, conference Manage ACD activities, including log in, release, assign wrap-up codes, log out View system status information, including desktop Wall Board, call logs, call status, and the calls in the queue Integrated chat interface to send and receive messages and URLs to customers The toolbar is customizable by agents (with the proper permission), or only supervisors. About This Guide This guide describes how to use the ShoreWare Agent Toolbar Software. The guide is written for contact center administrators and agents. It details the components that comprise the system and explains how to use the application. NOTE For hands-on information regarding the ShoreWare Agent Toolbar Software, please refer to the online Help. Documentation The following documents are available for the ShoreTel Contact Center Solution: 1 ShoreWare Agent Toolbar User Guide (this guide) 2 ShoreWare Supervisor Applications Guide 3 ShoreTel Contact Center Solution Installation Guide 4 ShoreTel Contact Center Solution Administration Guide 5 ShoreTel Contact Center Solution CRM Integration Guide ShoreWare Agent Toolbar User Guide (CCATG-4.32-1.0) Preface iii

Preface Document Conventions The following conventions are used in this guide: Data-entry fields, hypertext links, control buttons, keywords, and other items within the system management interface are in a boldface font. Information that you enter in data fields are in a data_entry font. NOTE indicates notes to the reader that contain useful information or references. Disclaimer The illustrations and other views, telephone displays, or screen captures appearing in this manual are examples used to explain more clearly how the features and controls are used. Therefore, what appears on the display or screen capture in the illustrations may differ from what appears on the actual equipment, and some of the illustrations may represent something impossible in actual operation. The functions that can be used and the information that can be displayed will differ depending on the telephony state and external equipment being connected. The names of companies, products, people, characters, and/or data mentioned in the examples herein are fictitious and are in no way intended to represent any real individual, company, product, or event, unless otherwise noted. Preface iv ShoreTel

C H A P T E R 1 Using the Agent Toolbar Software Logging In To log in to the ShoreWare Agent Toolbar Software: On the Windows Start menu, point to Programs/ShoreTel Communications/ Contact Center/Agent Toolbar. A logon dialog box appears, prompting you to specify your agent ID and password. The agent extension is defined once during the first login, and is not re-entered each time the agent logs in. NOTE When running the ShoreWare Agent Toolbar Software in a Windows terminal or Citrix environment, agents must enter an agent ID and password at each log on. Figure 1-1 ShoreWare Agent Logon Window If you are authorized, the ShoreWare Agent Toolbar appears. ShoreWare Agent Toolbar User Guide (CCATG-4.32-1.0) 1 1

Using the Agent Toolbar Software In the ShoreWare Agent Logon window, ensure you enter the correct agent ID and password you received from your system administrator. The ShoreWare Agent Toolbar The Shoreware Agent Toolbar contains buttons that provide quick access to the features and application windows. Figure 1-2 Typical ShoreWare Agent Toolbar Using the toolbar, you can perform all telephony and ACD operations from your desktop with the click of a button. The toolbar also provides access to the different application windows, including: Agent Logs Call Status Call Queue Telephone Manager Set-Up The status bar at the bottom of the toolbar provides information about current activities. For example, when there is an incoming call, the status bar displays information about the source and destination of the call. The status bar changes color to give you a visual indication of the current activity. There are five types of operations you can perform from the toolbar: Telephony Operations ACD Operations Access Application Windows Other Operations Chat Operations 1 2 ShoreTel

Using the Agent Toolbar Software Telephony Operations The ShoreWare Agent Toolbar allows users to access various telephony features. Each feature is accessed by a simple button. The available buttons are described in the following table. Icon Button Name Make Call Answer Disconnect Swap Calls Start Transfer Action Makes a call to a destination. Answers an incoming call. Ends the active call. Swaps the active call with the call that was waiting on hold. Starts the transfer procedure. Details The system dials the destination number defined in the call destination dialog box. When a call rings, this button becomes active and blinks. Click the button to connect the call only if you are off-hook or have an IP phone. In all other cases, you must answer the phone. Disconnects the call. If you have an IP phone, this also hangs up the call. The Start Transfer dialog box appears. 1 Enter the destination number to which you want to transfer the call, and click OK. The system puts the current call on hold, and dials the number you entered. Once answered, you are able to talk to the person you called before completing the transfer. 2 To complete the transfer, click the Complete Transfer button. NOTE When you add this button to the toolbar, you can assign a specific number. This enables you to transfer calls to predefined numbers without having to re-enter the number. You can have multiple Start Transfer buttons on the toolbar for different predefined numbers. ShoreWare Agent Toolbar User Guide (CCATG-4.32-1.0) 1 3

Using the Agent Toolbar Software Icon Button Name Single Step Transfer Action Transfers the call. Details The Single Step Transfer Destination dialog box appears. Enter the destination number, and click OK. The system connects the caller directly to the destination and disconnects you. Complete Transfer Start Conference Completes the transfer procedure. Starts a conference call. NOTE When you add this button to the toolbar, you can assign a specific number. This enables you to transfer calls to predefined numbers without having to re-enter the number. You can have multiple Single Step Transfer buttons on the toolbar for different predefined numbers. The system transfers the original caller to the entered or predefined destination number. The Start Conference dialog box appears. 1 Enter the destination number to which you want to conference the call, and click OK. The system puts the current call on hold, and dials the number you entered. Once answered, you are able to talk to the person you called before completing the conference call. 2 To complete the conference call, click the Complete Conference button. Complete Conference Completes the conference call. NOTE When you add this button to the toolbar, you can assign a specific number. This enables you to start conference calls to predefined numbers without having to re-enter the number. You can have multiple Start Conference buttons on the toolbar for different predefined numbers. The system connects the three members in a conference call. 1 4 ShoreTel

Using the Agent Toolbar Software Icon NEW ICON NEW ICON Button Name Divert Call Hold Retrieve Reconnect Set Callback - Reinsert busy Set Callback - Reinsert no answer Set Callback - Reinsert terminate Silent Monitor Action Diverts an incoming call to another number. Puts a call on hold. Retrieves a call from hold. Disconnects the active call and reconnects the call on hold. To reinsert a busy call for call back. To reinsert an unanswered call for call back. To reinsert a terminated call for call back. To listen to a call without being heard. Barge In To join an ongoing call. Details The Divert Call Destination dialog box appears. Enter the number to which you want to divert the call, and click OK. NOTE When you add this button to the toolbar, you can assign a specific number. This enables you to divert calls to predefined numbers without having to re-enter the number. You can have multiple Divert Call buttons on the toolbar for different predefined numbers. Caller hears ShoreTel phone system music-onhold. After an outbound call is transferred, this button indicates that the destination was busy, and reinserts the call into the dial list to try again later. After an outbound call is transferred, this button indicates the destination did not answer, and reinserts the call into the dial list to try again later. After an outbound call is transferred, this button indicates the destination was terminated, and reinserts the call into the dial list to try again later. This button allows you to monitor a call without being heard if appropriate permissions have been set by your system administrator in Contact Center Director. This button allows you to join a call as a conferenced participant if appropriate permissions have been set by your system administrator in Contact Center Director. ShoreWare Agent Toolbar User Guide (CCATG-4.32-1.0) 1 5

Using the Agent Toolbar Software ACD Operations The ShoreWare Agent Toolbar buttons listed below can be used to perform a number of ACD operations. Icon Button Name Login Primary Groups Logout from Primary Groups Login Group Logout Group Groups Manager Release Resume Wrap-Up Code Action Performs login to all groups. Performs logout from all groups. Performs login to a specific group. Performs logout from a specific group. Manages the list of Login/ Logout groups. Sets the station to Release state. Returns the station to ACD mode (from the Release state). Enables entering a Wrap-Up code. Details The icon on this button changes according to the state between Login (green) and Logout (red). The icon on this button changes according to the state between Login (green) and Logout (red). If this button is pre-programmed with a specific group, you are logged into that group and the icon on the button changes to the logout group icon. If this button is not pre-programmed, the login group dialog box appears. Select the group to which you want to log in. If this button is pre-programmed with a specific group, you are logged out of that group and the icon on the button changes to the login group icon. If this button is not pre-programmed, the logout group dialog box appears. Select the group from which you want to log out. The groups manager dialog box appears. Select the groups from the list, and click the buttons to log in or out. In Release state, the agent will not receive ACD calls. You may still receive calls transferred from another agent or private calls. The icon on this button changes according to the status between Release (red) and Resume (green). If in Release state, click to change to Resume and vice versa. This button returns the agent to available state, so calls will be routed to them. The icon on this button changes according to the state between Release (red) and Resume (green). If in Release state, click to change to Resume and vice versa. The Wrap-Up Code dialog box appears. From the drop-down list, click the appropriate Wrap-Up code, and click OK. 1 6 ShoreTel

Using the Agent Toolbar Software Icon Button Name Wrap-Up Manual Control Ready Transfer to Agent Enter Email State Action Enables agents to extend the Wrap-Up period. Terminates Wrap-Up state and makes the agent available to receive calls. Transfers a call to another ACD agent. Activates the email account. Details When pressed, the agent will not return to available status until they press the Ready button. Used to end Wrap-Up state early, or exit controlled Wrap-Up state. The Transfer to Agent dialog box appears. From the drop-down list, click the appropriate agent (by agent ID), and click OK to transfer the call to that agent. Click this icon to enter the Email state, which goes into effect only after you complete active ACD calls. Route More Emails Supervisor Help Transfers additional e-mail messages to the agent. Sends a help request to the supervisor. Note While the Email state is active, you will not receive any calls. Agents receive a pre-defined number of emails. To receive additional emails, click the Route More Emails icon. The icon is valid in any state. This button alerts the supervisor that you need assistance. It toggles between on and off. Window Operations The ShoreWare Agent Toolbar buttons listed below can be used to perform window operations. See Chapter 3, Application Windows for more information. Icon Button Name Action Calls Logs Opens the Calls Log application. Calls Status ACD Calls Agent Setup Telephony Agent Board Opens the Calls Status application. Opens the ACD Calls application. Opens the Agent Setup window. Opens the Telephony application. Opens the Desktop Wall Board to view the supervisor-defined messages. ShoreWare Agent Toolbar User Guide (CCATG-4.32-1.0) 1 7

Using the Agent Toolbar Software Icon Button Name Action Exit Exits the ShoreWare Agent Toolbar Software. Help About Chat Responses Opens the online Help system. Opens the About dialog box with details about the current software version. Opens the Chat Response Tree. Active only during a chat call. Other Operations The ShoreWare Agent Toolbar buttons listed below can be used to perform a number of other operations. Icon Button Name Action Run Runs an external application. The system executes the specified application. Net meeting Sets up a NetMeeting call. Active only during a chat call. Chat Operations During chat operations, both the agent and caller can view similar chat windows where the agent may display information for the caller, including a text message, URL, or Internet link. A chat call is indicated in the toolbar by the flashing Answer Call button. To answer a chat call: On the Agent Toolbar, click the flashing Answer Call button. The Agent Chat window appears. A similar window opens on the caller s browser. The agent also sees the URL/Internet page that the customer views. In the Agent Chat window on the agent s screen, the following buttons and areas are displayed: Icon Button Name Action Chat Responses Opens the Chat Response Tree. Active only during a chat call. Send Text Send the text typed in the text area to the caller, and add it to the transcript area. Send URL Send the URL typed in the text area to the caller. The URL specification is added to the transcript area and the agent browser shows the URL page. Suspend Link Enables the agent to browse and change Internet pages without affecting the customer s screen (for example, you may want to browse through the company s price list without showing the customer the list). 1 8 ShoreTel

Using the Agent Toolbar Software Icon Button Name Action Restore Link (Customer) Restore a suspended link so that the agent s browser displays the page that is currently seen by the customer. Restore Link (Agent) Browsing Status Restore a suspended link so that the customer s browser displays the page that is currently seen by the agent. Indicate whether the link is suspended (Suspended Link), or active (Restore Link with customer). Area Transcript area <<Reviewers: in Help, this is called the Conversation area >> Text area Details Shows a detailed transcript of the ongoing chat call. Each line is preceded by the name of the active party. Text is displayed exactly as it is typed, and Internet pages appear as URL addresses. NOTE When the call is completed, you can send a copy of the transcript to the caller. The transcript is also saved in the system. Type text messages and URL addresses in this area. ShoreWare Agent Toolbar User Guide (CCATG-4.32-1.0) 1 9

Using the Agent Toolbar Software 1 10 ShoreTel

C H A P T E R 2 Customizing the ShoreWare Agent Toolbar Software System administrators and agents (if allowed) can customize the ShoreWare Agent Toolbar by adding and removing buttons. There is no limit to the number of buttons that can be added, and the same one may appear more than once. NOTE Do not remove the Setup button you need it to access the Setup window. If you remove the Setup button by mistake, you must remove and re-install the Agent Toolbar application. The Setup window is used to customize the toolbar application. To display the Setup window: Click the Agent Setup button in the ShoreWare Agent Toolbar. The Setup window has two tabs, Toolbar and Address. ShoreWare Agent Toolbar User Guide (CCATG-4.32-1.0) 2 1

Customizing the ShoreWare Agent Toolbar Software The Toolbar Tab On the Toolbar tab of the Setup window, you can customize the available buttons. To access the Setup Window Toolbar tab: Step 1 At the top of the Setup window, click the Toolbar tab. Figure 2-1 Setup Window, Toolbar Tab In the View area at the top of the tab, you can define the behavior of the toolbar. To keep the toolbar on top of any running application: Click the Always on top check box. To set two lines of buttons in the toolbar: Click the 2 lines check box. NOTE If you have two lines of buttons and switch to one line, the second line of buttons is removed. Make sure that the Setup button is not located in the second line. If the Setup button is removed, you will need to re-install the Agent Toolbar application. To view large icons on the toolbar: Click the Large Icons check box. To view the status bar at the bottom of the toolbar: Click the Status bar check box. When this check box is selected, the status bar appears under the toolbar and gives textual information about the active call. The information displayed by the status bar can be configured by changing the parameters in the Call Status window. To enable the Auto Resize Toolbar option: Click the Auto resize check box. When this check box is selected, the toolbar automatically resizes to fit the number of icons in the toolbar. 2 2 ShoreTel

Customizing the ShoreWare Agent Toolbar Software In the Category area at the bottom of the tab, you can select a toolbar button category. Each category displays a series of available buttons that can be added to the agent toolbar. A brief description of the selected button appears in the bottom of the window. To view the functionality of a button: Select the category, and click the button. The description is displayed in the description window. To add a button to the toolbar: Step 1 Step 2 Select the category, and click the button you want to add. Drag the button to the desired position on the ShoreWare Agent Toolbar. If the button has parameters attached, a dialog box appears. Step 3 Enter the required information (for example, the number you want to dial using this Call button), and click OK. To delete a button from the toolbar: Press SHIFT and drag the button off the toolbar. To view or edit the parameters of a button: Step 1 Right-click the button. The relevant dialog box appears. Step 2 Edit the information, and click OK. ShoreWare Agent Toolbar User Guide (CCATG-4.32-1.0) 2 3

Customizing the ShoreWare Agent Toolbar Software The Extension/Address Tab The Extension/Address tab in the Setup window enables you to define the extension number of the station, the station s email address, and the server address. Figure 2-2 Setup Window, Extension/Address Tab NOTE You should receive the information for this setup window from your system administrator. Be sure to enter it correctly. To access the Setup Extension/Address tab: Step 3 At the top of the Setup window, click the Extension/Address tab. To define the extension number and/or server address: Step 1 Click Set New Values to open the Set Extension & Address dialog box. Figure 2-3 Set Extension & Address Dialog Box Step 2 Step 3 Enter your extension number, email address for your position, and server address. Click Continue to assign the new values. A message window notifies you that the new values take effect only after restarting the agent. 2 4 ShoreTel

Customizing the ShoreWare Agent Toolbar Software ShoreWare Agent Toolbar User Guide (CCATG-4.32-1.0) 2 5

Customizing the ShoreWare Agent Toolbar Software 2 6 ShoreTel

C H A P T E R 3 Application Windows The Calls Log Window The Calls Log window displays a record of all calls that were handled during the current logon time. You can view the properties of any event in this window, and attach notes to the record. For example, you may want to enter a note to remind yourself to follow up on this call. Additionally, you can delete an individual record from the list or clear the whole log. To access the Calls Log window: In the ShoreWare Agent Toolbar, click the Calls Log button. Figure 3-1 Calls Log Window Information in the Calls Log window is displayed in column format, allowing you to sort the records according to specific information, for example, by ACD Group, Last State, and so on. The following table shows the columns for the Calls Log window. Column Name ACD Group Called Calling Creation Time Description ACD group through which the agent received the call. Agent s extension number. Caller ID (where available). Time the call entered the system. ShoreWare Agent Toolbar User Guide (CCATG-4.32-1.0) 3 1

Application Windows Column Name Description Deletion Time Time the call ended. Last Redirection The last point from which the call was routed. If the call was in the queue, this is the extension number of the IVR port where the call was held. Last State Last state of the call (Idle, Unavail, Ring, Wrap Up, ACD, Split, Busy, Inc, Out, Out+Un, Inc+Un). Originally Called Number dialed by the caller. NOTE If the call was an ACD call, this is the IRN. Trunk The trunk on which the call entered. NOTE Trunks must be defined according to number rules defined in the ShoreTel Contact Center Administration Guide. In the Calls Log window, you can perform the following procedures. To insert a column: Step 1 In the Calls Log window, right-click inside one of the column headings, and click Insert Column on the shortcut menu. The Insert Column dialog box appears. Step 2 From the drop-down list, click the column you want to insert. The Header is the title name that appears on the column. You can edit the header. The Alignment determines the position of the text (for example, Left/Center /Right). Step 3 Adjust the column width if required. NOTE You may change the width manually by dragging the column dividers to the desired position. To delete a column: Right-click the column you want to delete, and click Delete Column on the shortcut menu. 3 2 ShoreTel

Application Windows To move a column: Drag the column heading to the desired location. To view the properties of a call: In the Calls Log window, right-click the required call, and click Properties on the shortcut menu. To add a temporary note to a call: In the Call Log window, right-click on the required call, and click Properties on the shortcut menu. The Calls Properties dialog box appears, where you can enter a note to accompany the selected call. The note is removed when the agent logs out. To sort the records according to one of the column headings: Click the required column heading. The list will be sorted according to the selected field. Selecting the same column again toggles the sort order between ascending and descending. To delete a call: In the Call Log window, right-click the required call, and click Delete on the shortcut menu. To clear all records from the log: In the Call Log window, right-click and click Clear Log on the shortcut menu. The Calls Status Window The Calls Status window shows the status of all active calls. You can view the properties of any call listed in this window. To access the Calls Status window: In the ShoreWare Agent Toolbar, click the Calls Status button. Figure 3-2 Calls Status Window ShoreWare Agent Toolbar User Guide (CCATG-4.32-1.0) 3 3

Application Windows Information in the Calls Status window is displayed in column format, allowing you to sort the records according to a specific field. Most of the columns contain text, except for the call type and call media columns, which display icons that represent the call type and media according to the following table. The call type and call media icons: Icon Description A call back call as a consequence of an abandoned call An incoming ACD call An outbound call as a consequence of a call back request An outbound call as a consequence of a Web call back request A voice call A chat call. The columns displayed in the Calls Status window above are only an example. You can use any of the columns listed in the table below. The selected columns are also displayed in the status bar that shows the active call. The following table describes the available columns for the Calls Status window. Column Name Description ACD Group ACD group through which the agent received the call. Called Destination number dialed by the caller. Calling Caller ID (where available). Elapsed Running time since the call began. Last Redirection Last point from which the call was routed. Originally Called Number dialed by the caller. If this was an ACD call, the number is the IRN. Status Current status. Time Time the call entered. Trunk Trunk on which the call entered. Waiting Time How long the calls have been waiting. Type Call type (incoming or outgoing). Media Media of the call (voice or chat). Date Date the call entered. Agent Extension Extension number of the agent s station. Agent Number Agent number. Agent PSW Agent password. Average Queue Time Average time a call spends in queue. Callback Dest. For a call back call, this is the dial number to call. Callback Time For a call back call, this is the time to dial. Customer Name Taken from your customer database (where available). Customer Number Taken from your customer database (where available). Dial List ID The dial list name. 3 4 ShoreTel

Application Windows Column Name DNIS Language Media Priority Queue Position Start Queue Time Session ID Service User Fields Skills In the Calls Status window, you can perform the following procedures. To insert a column: Description Number on which the call entered the system. Language in which the call is handled. Media of the call (voice or chat). Level of importance of a call. Where the call is positioned in a queue. The time the call entered the queue. For chat call, this number is the session ID used by the WEB server. This number is for internal use only. Service required by the call. List of user-defined call profile fields as defined by the system administrator in Contact Center Director. List of skills as defined by the system administrator in Contact Center Director. Step 1 In the Calls Status window, right-click inside the one of the column headings, and select Insert Column on the shortcut menu. The Insert Column dialog box appears. Step 2 From the drop-down list, click the column you want to insert. The Header is the title name that appears on the column. The Alignment determines the position of the text. Step 3 Adjust the width if required. NOTE You may change the width manually by dragging column dividers to the desired position. To delete a column: Right-click the column you want to delete, and click Delete Column on the shortcut menu. ShoreWare Agent Toolbar User Guide (CCATG-4.32-1.0) 3 5

Application Windows To view the properties of a call: In the Calls Status window, right-click the required call, and click Properties on the shortcut menu. To sort the records according to one of the column headings: Click the required column heading. The list is sorted according to the selected field. Selecting the same column again toggles the sort order between ascending and descending. To move a column: Drag the column heading to the desired location. The Agent Telephone Manager Window The Telephone Manager window represents your telephone and enables you to perform all telephony operations from your desktop. Using the keypad on the left side of the window, select numbers to dial. You can also select numbers to dial by typing them into the field. Click Send to dial. The larger buttons are speed-dial buttons. You may add as many additional buttons as required. These buttons are programmed to perform a number of different actions or activate any of the ShoreWare Agent Toolbar Software functions. This default Application Windows contain the keypad and nine speed-dial buttons. You can add or remove pages from the Application Windows as required. To access the Telephone Manager window: In the ShoreWare Agent Toolbar, click the Telephone Manager button. Figure 3-3 Telephone Manager Window 3 6 ShoreTel

Application Windows To make a call: In the Telephony tab, use the keypad to enter the required number, or type it into the available field and click Send. To define the properties of a new button: Step 1 Right-click an empty button and click Properties on the shortcut menu. The Button Properties dialog box appears. Figure 3-4 Button Properties Window Step 2 Step 3 Step 4 Select the required category (Telephony, ACD, Window, or Other) from the drop-down lists, and choose the function that you want to assign to this button. If the function you are assigning requires you to define parameters (for example, a number to dial), the Setup button is enabled. Click this button to open the associated dialog box (for example, the Call Destination dialog box) and define the parameters. Enter the caption (the name that you want to appear on the button), and click OK. The speed-dial button appears in the Telephony window displaying the name that you entered. To edit the properties of a button: Step 1 Right-click the button and click Properties on the shortcut menu. The Button Properties dialog box appears. Step 2 Edit the properties as desired and click OK. To clear the properties of a button: Right-click the button and click Clear on the menu. To add a new page of buttons: Step 1 Right-click any tab and click Insert on the shortcut menu. ShoreWare Agent Toolbar User Guide (CCATG-4.32-1.0) 3 7

Application Windows The Insert Page dialog box appears. Figure 3-5 Insert Page Dialog Box Step 2 Enter a unique name for the page, and click OK. To rename a page: A new page is created displaying 20 new empty buttons. You can add as many pages as necessary. Step 1 Right-click the tab and click Rename on the shortcut menu. The Rename Page dialog box appears. Step 2 Enter a unique name and click OK. To remove a page: Step 1 Right-click the tab and click Remove on the shortcut menu. A warning message tells you that removing the page removes all of the associated buttons on that page. Step 2 Click OK to continue, or Cancel to stop the operation. The Call Queue Window If you have Enterprise Contact Center, the Call Queue window displays information about the calls that are currently waiting for any of your groups. You can double-click on any call to answer it directly from this window. 3 8 ShoreTel

Application Windows To access the Call Queue window: In the ShoreWare Agent Toolbar, click the Call Queue button. Figure 3-6 Call Queue Window Information in the Call Queue window is displayed in columns and can be sorted by clicking the column header. The following columns appear in the Call Queue window. Column Name Group Waiting Time Call Profile Fields Date Time Agent Extension Agent Number Agent PSW Average Queue Time Callback Dest. Callback Time Customer Name Customer Number Calling Dial List ID DNIS Language Media Priority Queue Position Session ID Start Queue Time Service User Fields Skills Description Group through which the agent received the call. How long the call has been waiting. As listed below. Date the call entered. Time the call entered. Extension number of the agent s station. Agent number. Agent password. Average time a call spends in the queue. For a call back call, this is the dial number to call. For a call back call, this is the time to dial. Taken from your customer database (where available). Taken from your customer database (where available). Caller ID (where available). The dial list name. Number on which the call entered the system. Language in which the call is handled. Media of the call (voice or chat). Level of importance of a call. Where the call is positioned in a queue. For a chat call, this number is the session ID used by the WEB server (this number is for internal use only). The time the call entered the queue. Service required by the call. List of user-defined call profile fields as defined in the system section of the administration. List of skills as defined in the system section of the administration. ShoreWare Agent Toolbar User Guide (CCATG-4.32-1.0) 3 9

Application Windows In the Call Queue window, you can perform the following activities. To answer a call in the queue: Double-click the call you want to answer. NOTE If another agent answers first, it will not be routed to your destination. To sort the records according to one of the column headings: Click the required column heading. The list is sorted according to the selected field. Selecting the same column again toggles the sort order between ascending and descending. To add a column to the Call Queue window: Step 1 Right-click any column heading and click Insert Column on the shortcut menu. The Insert Column dialog box appears. Step 2 Select the column that you want to insert, define the Header (name that appears on the column), Alignment, and Width of the column, and click OK. The Header is the title name that appear on the column. You can edit the header. The Alignment determines the position of the text (that is, Left/Center /Right). Step 3 Adjust the width if required. NOTE You may change the width manually by dragging column dividers to the desired position To remove a column from the Call Queue window: Right-click the column you want to remove, and click Delete Column on the shortcut menu. To move a column: Drag the column heading to the desired location. 3 10 ShoreTel

Application Windows The Chat Window The Chat window appears on the agent s screen and on the caller s browser during a chat call. The agent can use the Chat window to share information (such as a text message, URL, or Internet link) with the caller. To access the Chat window: On the Agent Toolbar, click the flashing Answer Call button. The Agent Chat window appears. A similar window opens on the caller s browser. The agent also sees the URL/Internet page that the customer views. The Desktop Wall Board The Desktop Wall Board displays text messages from the agent s supervisor. To access the Desktop Wall Board: On the Agent Toolbar, click the Agent Board button.<<reviewers: How does the agent know there s is a message on the Agent Board? Does the button flash? >> Figure 3-7 Desktop Wall Board ShoreWare Agent Toolbar User Guide (CCATG-4.32-1.0) 3 11

Application Windows 3 12 ShoreTel