The ShoreTel Contact Center provides two strategies for call management at the desktop. We have found that the basic 'agent tool bar' is an excellent solution for call center desktops in which different shifts sit at the same desk, use the same computer and phone. It is easy enough to program the tool bar to prompt the agent for there log-in information. In this way, you can set up your phones with extension numbers that multiple agents can use. When an agent reports to work, they go to their assigned desk and log-in, using an extension that might have been used by a different Agent on the previous shift. The ShoreTel Contact Center keeps track of what agent used what extension during what time slot. On desks that are dedicated to an individual agent, the agent tool bar can be integrated into the ShoreTel Personal Call Manager. The Personal Call Manager looks like a Workgroup Agent call manager, but the tool bar indicates "contact center" and the drop down list contains information that is appropriate to the ShoreTel Contact Center or Enterprise Contact Center. There is one additional advantage of the stand alone Agent Tool bar. You can push custom parameters, named "call profiles" in ShoreTel documentation, to the Agent Tool bar. We find that you do not have the same flexibility with the Integrated Tool Bar inside the ShoreTel Personal Call Manager.
ShoreTel Contact Center – Integrated Agent Tool Bar
April 13th, 2009