TTx ShoreTel | Call Center Toolbar Overview

This video is a brief overview of some of the commonly used ShoreTel Communicator toolbars that agents and supervisors in the Call Center might need to use on a daily basis, as well as some of the toolbar customization options available using ShoreTel Communicator with the Call Center.


Direct Transcript:

Just want to take a quick few minutes here and give you an overview of what the ShoreTel Communicator integration with the Call Center will look like.

So I’m sure you’re used to and familiar with what Communicator looks like.  Agents and supervisors that will be part of the Call Center will see a Communicator client that’s deployed to them, we’re just adding a few extra toolbars.  So you can see here at the top of my Communicator window two toolbars that I’ve created, this first one is the default Contact Center toolbar.  You can very easily see the status of the agents, so you can see right now that I’m logged out of all groups.  If I click this drop down box I’m going to be given some options.  I can click the login to all groups and whatever groups you have assigned this particular user to through the ShoreTel administrative interface, they will automatically be logged into that group. When they click logout of all groups, they will automatically be logged out of all those groups as well.

The other option and probably what I foresee you using at the hospital and different doctor’s offices would be a specific login and logout button that would allow them to choose which group they need to log in to for that day. So I’ve created one here called Login/Logout, and now when I click this, they will automatically pop up a list of available groups that I can log in to, and if I want to log in to a specific group I can click that group and log in, and now over here on the left hand side I can see that I’m logged in to the test group.  You can log in to more than one group if you need to, so I’m now logged in to both the ShoreTel overflow group and this test group that I’ve configured, and if I need to log out of one of those but stay in the other, I can do that as well.  So this button here, this Login/Logout button will give me the ability to choose which doctor’s office group, or nurse group I need to log into for that day.

There’s some other buttons that we can configure for all the agents that would be logging in.  This is very very customizable. I know you guys are familiar with the Communicator client now and the toolbars that you can build, so it’s the same concept, but we can add features that are specific to the Call Center, and I’m not going to get into that now in detail but you can see some of them here.  So this Release with Code (option), if a particular agent is logged in for the day, but maybe they are headed to lunch, or they need to take a break or they’re going into a meeting, for reporting purposes you can ask them to choose a reason they’re releasing temporarily from the group.  When I do that as an agent I can now see that I’m released from this group, I can see how long I’ve been released for, and then the supervisors who will have the real time monitoring capability will see this (in) real time – they’ll see the agents, who is logged in, who is logged out, who is in release, why they’re in release.  And then you can also run historical reports on this as well to get an idea of an agent’s performance, how many times they went into release, which codes they released with, and so on.

Again, we can customize this toolbar with a lot of different links to certain features, websites maybe they commonly use, internally or externally, pretty much anything you want to link to we can do that through the Communicator toolbar.  That’s it in a nutshell, we’ll obviously get into it in more detail but I wanted to give you a quick overview of what that looked like.