Chapter 20: Training Planning and Installation Guide
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20.6 Workgroup Training
Workgroups, such as those in a small call center, are empowered with special features and
functionality. In addition to viewing the ShoreTel Communicator - Workgroup Access
tutorial, you can learn more by signing up for ShoreTel’s special online training sessions on
ShoreTel encourages those customers who will be using the ShoreTel Communicator -
Workgroup Access to participate in a one-hour, live interactive web session introducing the
ShoreTel Communicator - Workgroup Access. These sessions are available to ShoreTel
customers on a request basis and concentrate on the workgroup configuration of the
The training covers these topics:
Answering, transferring, and conferencing calls
Accessing voice mail
Using toolbar shortcuts
Monitoring agent extensions
Monitoring calls in the queue
Call routing and call distribution
Call handling modes
Class participants are able to experience a live ShoreTel system and ask questions of the
instructor. Contact your ShoreTel-authorized partner or visit the ShoreCare QuickStart web
center for more information regarding course content and registration.
As a prerequisite for this class, ShoreTel asks that all class members view the ShoreTel
Communicator - Workgroup Access tutorial.
Workgroup training should be completed before your cut-over date.
20.7 System Administrator Training
ShoreTel welcomes system administrators to review course content and register for an
interactive training session on the ShoreWare Director software. This training complements
the documentation available for the system and gives system administrators the
opportunity to interact with a ShoreTel system expert.
ShoreTel’s system administration training is designed for IT professionals who will be
responsible for the configuration and ongoing support of the ShoreTel system. The training
covers these topics:
Setting up single-site and multisite environments
Configuring ShoreGear switches
Automated attendant menus
The class (led by an online instructor) lasts about four hours. Participants are able to
interact with a ShoreTel system and ask questions of the instructor. Contact your ShoreTel-
authorized partner or visit the ShoreCare QuickStart web center for more information
regarding course content and registration.