Chapter 12: Workgroups and Operators ShoreTel Communicator for Windows
ShoreTel 12.3 157
12.3.2 Call Wrap-Up
The Call Wrap-Up feature gives you time between calls to complete notes or finish updates
to customer records. You are not available to accept calls from the queue when you are in
Wrap-Up mode. After the Wrap-Up interval ends, you are automatically logged into the
workgroup. The wrap up interval is defined for each workgroup and configured by the
system administrator.
You can change your Call Wrap-Up status before the interval ends by logging in or out of
the workgroup.
To manually enter wrap up mode, perform one of the following:
•Click the Application Button and select Workgroup -> Wrap-Up.
•Select Workgroup -> Wrap-Up from the main menu.
•Click the Workgroup button on the Assignment Bar and select Wrap-Up.
•Right click the ShoreTel icon in the System Tray and select Workgroup -> Wrap-Up.
•Press Ctrl+Alt+W.
To manually exit wrap up mode, log into or out of your workgroups.
12.4 Viewer Descriptions
Workgroup Agent, Workgroup Supervisor, and Operator ShoreTel Communicators provide
viewers that are not available for Personal and Professional ShoreTel Communicators.
Additionally, viewers that are accessible to Personal and Professional ShoreTel
Communicators may offer enhanced functionality to support Operators and Workgroup
Members.
The following sections describe ShoreTel Communicator Viewers available to Workgroup
and Operator ShoreTel Communicator.
12.4.1 Queue Monitor
The Queue Monitor, shown in Figure 12-1, displays the calls that are ringing into your
workgroups. The Queue Monitor is available in Workgroup Agent, Workgroup Supervisor,
and Operator ShoreTel Communicator.
To open the Queue Monitor, perform one of the following:
•Click the Application Button, then select Workgroup -> Queue Monitor.
•Select Workgroup -> Queue Monitor from the Main Menu.
•Select Windows -> Queue Monitor from the Main Menu.
•Select Windows -> Queue Monitor from the Assignment bar.
•Right click the ShoreTel icon in the system tray and select Workgroup -> Queue
Monitor.
•Press Ctrl+Shift+Q.
The Queue Monitor opens in the Main window content area or in a Satellite window.
