Special Features Viewing and Adding Information on a Call
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ShoreTel 14.2 ShoreTel Communicator for Windows 76
4. Press the hotline button to call the executive.
5. Advise the executive of the call on hold and provide instructions on picking up the call.
Viewing and Adding Information on a Call
You can view details on a call using ShoreTel Communicator. This includes origination and destination
information, the duration of the call, the list of extensions that handled the call, and notes on the call
added by a participant. You can view details on an active call and view details on a previous call.
Click the More Info icon associated with the call you want details on in the Active Call area.
Right-click on the call in the Active Call area and select More Info from the resulting menu.
Choose Call > More Info.
The details are shown in the Call Details window.
If you want to add details to the active call, for example to describe the final disposition of the call,
enter the information in the Add to Call Note field, and then press Enter or click +. The information is
prefixed with your name and extension.
If you need to make changes to the Call Note before the call ends, select Allow direct editing of the
Call Note. The Call Note field becomes active, allowing you to type directly in the note.
1. In the History window, right-click on the call on which you want information, and then choose
Properties.
A stand-alone Call Details window opens, with information on the call. Note that this window
contains additional details on the call, specifically Name, Start Time, and Duration.
2. If you want to add details to the active call, for example to describe the final disposition of the call,
enter the information in the Add to Call Note field. Then press Enter or click +. The information if
prefixed with your name and extension.
3. If you need to make changes to the Call Note before the call ends, select Allow direct editing of
the Call Note. The Call Note field becomes active, allowing you to type directly in the note.
Using ShoreTel Workgroups
ShoreTel Workgroups is an application for small, informal Automatic Call Distribution (ACD) groups
using the ShoreTel system. Workgroups support basic call routing, agent management, reporting, and
agent activity functions.
With ShoreTel Workgroups you can:
Log into and out of a workgroup
Use call wrap-up
Monitor your queue
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