Chapter 2: System Overview Desktop Applications
ShoreTel 8 Planning and Installation Guide 23
2.9.1 Personal Call Manager
The Personal Call Manager (PCM) level provides desktop call control as well as voice mail,
directory, and call logging features. Microsoft Outlook users can integrate their voice mail,
contacts, and calendar with the ShoreTel 8 system. This level is available to all users and
delivers desktop call control, visual voice mail, call history, and directory services, as well
as options to control call handling and message notification. The Call Manager software
supports Programmable Toolbars, allowing a system administrator to assign common
operations to a button on a user’s call manager toolbar so that they can perform many basic
telephony operations just by clicking a button in PCM.
The term “PCM” is used throughout this document to refer collectively to all of the
different levels of Call Manager software listed in the bulleted list above.
2.9.2 Advanced Call Manager
In addition to supporting all of the basic features provided by PCM, the Advanced Call
Manager level provides “presence” information about other users on the system and is
targeted at professionals who use the telephone heavily, typically users who need detailed
information about the users they call. The QuickDialer shows if the destination is busy and
indicates the call handling status of the destination (standard or nonstandard).
2.9.3 Workgroup Agent Call Manager
In addition to supporting all of the basic features provided by PCM, the Workgroup Agent
level is typically assigned to the members of a workgroup and provides access to
workgroup features, including login, logout, and wrap-up, as well as access to the Queue
Monitor and shared workgroup mailbox.
2.9.4 Workgroup Supervisor Call Manager
In addition to supporting all of the basic features provided by PCM, the Workgroup
Supervisor level of call management, typically assigned to a workgroup supervisor,
provides access to the Agent Monitor.
2.9.5 Operator Call Manager
In addition to supporting all of the basic features provided by PCM, the Operator Call
Manager level, typically assigned to operators, secretaries, and executive assistants,
provides detailed information about destination extensions, including access to the
Extension Monitor. It offers control features that enable a business to cost-effectively
provide a “high touch” level of personalized attention to its callers. ShoreWare Operator
Extension Monitor lets operators monitor and manage calls for any group of selected
A SoftPhone is available to licensed users, allowing users to place and receive calls from
2.9.7 Web Access
Users can have remote access to their call handling options via a browser-based interface.