For those of you familiar with the ShoreTel Workgroup Call Manager will see an immediate resemblance between the new ShoreTel Integrated Tool Bar and the old workgroup toolbar. Where it might have said Workgroup on the PCM, it now says Contact Center. You can program tool bar options for “Wrap of Codes” and “Release with Codes”. Under the Contact Center, supervisors get a range of options that include all of the individual components that make up the various ECC modules. The only disadvantage that I can find at this time, is that with the standalone Agent Tool Bar, you are able to “write” to the status line of the Agent Tool Bar. I have not yet been able to do that with the Integrated toolbar, but that is a small price to pay for having a single GUI to manage at the agent desktop. Using the Agent toolbar alone also enable you to create an environment in which you can have a day shift and a night shift using the same telephone extension. Changing the log in of a ShoreTel PCM is not a straight forward “user” type process and for that reason, you might elect not to use the integrated toolbar. Otherwise, take a look, it is an amazing technology and a significant step forward for the product line. As I said, “development is a process not an event”, so we should expect continue incremental improvements from the ShoreTel ECC team!