Wrap Up
After you hang up the call, the Contact Centre can
give you a small amount of time in between calls.
This time is called the Wrap-Up period. The time is
set by the System Administrator. You might also be
given permission to manually extend the wrap up
Agent Wallboard
The Agent Board is used by supervisors to send you
information instantly or as needed. You must be in
the Logged into All Groups state to open and view
the Agent Board.
period and/or manually end it.
If you manually extend the wrap up time, you must
manually end it. Once the wrap up time ends, the
system places you back in the „Logged into All
Groups‟ state.
Wrap Up Codes
A Wrap-up code is a description of the reason or
outcome of a call; these can be assigned to calls
while the call is active or while you are in wrap up
mode. To access Wrap Up codes, click the Wrap
Code button and choose a code from the drop
down menu.
Click „OK‟
Queue Monitor
Queue Monitor window provides information about
calls that are currently in queues for the groups you
are a member of and in your personal agent queue.
You can choose to view all of your groups or just a
specific group. With permission, you can answer a
call in a queue directly from this window. Also, with
permission, you can modify the columns of
information to be displayed in the window.
Agent Log
This window displays log data about each of your
calls that you handled through the queue during
your current login period. When you log in at the
ShoreTel
Using the Agent
Communicator
Integrated Toolbar
Quick Guide
beginning of your next shift, you will begin with an
Contact Center Tools
Additional tools are available to
you as an agent in the Contact
Centre; these tools can be
accessed under the Contact
Center tab in the Communicator
Main Menu.
empty log.
Call Status
The agent Call Status window displays information
about a current call that has been answered by you
as an agent. With permission, you can customize the
columns that are displayed and can also define how
data on a call is displayed in your Communicator
active call window.
Issue 1 13.12.13
When you first open Communicator, you are
logged out of the Contact Center and your
queues.
Click on the Rel w/Code Button,
Managing Calls
Use the dialog box to select the code from the
drop-down list.
Logging in to the Contact Centre
To log in to the Contact Center, click on the pull
down menu and select Log into All Groups. This
Click ‘OK’
logs you into all the queue groups you are a
member of.
Logging out of the Contact Centre
Forced Release
If you do not place yourself in Released mode
and are unavailable to take the next call, the
To log out of the, click on the drop down menu
system will retrieve the call and send it to the
next to “Logged into All Groups”. Select Log Out
next available agent. It will then place you in a
of All Groups from the drop down menu. This
forced Released mode.
logs you out of all the queue groups you are a
Note: Always make sure that the Communicator
member of.
displays Logged into All Groups when you are
Releasing and Resuming
ready to take the next call:
If you are not available to take calls during your
shift, you must make yourself unavailable by
Released Mode
putting yourself in Released mode. To make
You are now in Released Mode the Icon Changes
yourself available again, you must put yourself in
from Logged into All Groups to Released and you
Resume mode.
will not be available to take calls in queue.
Release without Code
Resuming
Once you are ready to take calls through the
Contact Center again, you must place yourself in
Resume mode. The system shows you as Logged
into All Groups.
To become unavailable to take calls through the
From the drop
queue, click the drop down menu next to
down menu, click
“Logged into All Groups” and choose Release.
Resume
Release with Code
Your supervisor might configure a list of
acceptable reasons to make yourself unavailable
(called codes). You can access codes through a
drop down menu or might have a toolbar
configured with a button for each individual
code.
When a Contact Center call rings your phone, you
will see an indication on your Communicator that
the phone is ringing. You may answer the call in
the same way that you would answer any call in the
ShoreTel phone system. You can pick up the phone
or click on any answer button to answer the call.
The same features and functions are available to
you such as putting a call on hold, transferring calls
or conferencing others into the call.
Call Information
Additional information on the call can be
configured to include:
Caller ID
The number the caller dialed to reach the
Contact Center
Extension of the Agent that answered the call
The service that answered the call
The queue group that answered the call
This additional information helps identify the call
as coming through the Contact Center rather than
directly to your extension. It also helps identify the
queue group for the call, which can be very helpful
if you are a member of multiple queues.
Note: Contact Center calls appear in the
Communicator History Viewer as Transferred calls.