Chapter 12: Workgroups and Operators ShoreTel Communicator for Windows
ShoreTel 12.3 161
Small Icons – This view displays all Agents without separating them into their
workgroups. Phone status is displayed using small icons.
Large Icons – This view displays all Agents without separating them into
Workgroups. Phone status is displayed using large icons.
To select a viewer mode, right click in the Monitor table and select the desired mode.
12.4.2.2 Viewer Components
The Agent Monitor comprises an action bar, a workgroup table, and a call table:
Action bar: The action bar contains buttons that trigger agent options and panels.
Action bar buttons include:
Pickup: Press this button to pickup the call from the selected agent. This option
only available to Operator ShoreTel Communicator.
Unpark: Press this button to unpark a call from the selected agent. This option
only available to Operator ShoreTel Communicator.
Dial: Press this button to initiate a call to the selected agent.
Dial Mailbox: Press this call to call the selected agent’s voice mailbox.
IM: Press this button to initiate an instant message to the selected agent.
Intercom: Press this button to perform an intercom call to the selected agent.
Whisper Page: Press this button to initiate a whisper page to the selected agent.
Barge In: Press this button to barge into the selected agent’s call.
Silent Monitor: Press this button to listen to the selected agent’s call.
Logged In: Press this button to log the selected agent into the workgroup.
Logged Out: Press this button to log the selected agent out of the workgroup.
Wrap-Up: Press this button to change the selected agent’s log status.
More Info: Press this button to display status and call handling information for
the selected agent.
Filter bar: The Agent list displays only entries whose name or number matches the
the filter bar text. Filter bar contents are compared to columns that list name and
contact information for the entries.
Agent List: The Agent table lists the Agents in the Workgroups to which you
belong. Each row corresponds to one agent. When viewing the table in Details
mode, each column corresponds to an agent property or status indicator. Columns
that the Agent table can display in Details mode include:
Name: This field lists the agent’s name
Agent State: This field lists the agent’s log state.
Number: This field lists the agent’s extension.
Extn Status: This field lists the agent’s phone status.
Call Handling Mode: This field indicates the agent’s current call handling mode.
Call Handling Note: This field lists the agent’s current call handling note.
Call Handling Details: This field indicates the call forwarding method specified
by the agent’s active call handling mode.
Call State: This field indicates the status of the call that the agent is handling.
# Calls: This field indicates the number of calls on the agent’s call stack.
Duration: This field indicate duration of the call that the agent is currently
handling.
Agent Monitor also plays an audio alert while a new call rings any agent.
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