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ShoreTel 9 73
C
HAPTER
5
Instant Messaging
5.1 Description
Instant messaging is the real-time transmission of text between two or more system users.
Instant messages are sent from and received through a message window. Instant messages
do not use call cells. Users can participate in simultaneous multiple chat sessions.
Call Manager provides IM presence to indicate user availability for engaging in instant
messaging conversations. IM presence is described in Section 6.2.2 on page 78.
The following Call Manager types can send and receive Instant Messages:
• Professional
• Workgroup Agent
• Workgroup Supervisor
• Operator
5.2 The Instant Message Window
The Instant Message window, shown in Figure 5-1, sends and receives text messages. Call
Manager displays this window under the following situations:
• the user initiates an instant message conversation
• the user receives the first message of an IM conversation
Figure 5-1 Instant Message window components
- ShoreWare 1
- Call Manager 1
- Trademarks 2
- Version Information 2
- Company Contact Information 2
- Table of Contents 3
- CHAPTER 6: PRESENCE 77 5
- CHAPTER 7: SOFTPHONE 85 5
- INDEX 175 7
- Introduction 9
- 1.3 System Requirements 10
- 1.3.3 Video Requirements 11
- Getting Started 13
- 2.3 Access to Call Manager 14
- ShoreTel 9 15 15
- 2.4 Usage Preferences 16
- 2.4.2 Sound Preferences 17
- Accessing Call Manager 19
- 3.1.2 Window Components 20
- ShoreTel 9 21 21
- ShoreTel 9 23 23
- 3.1.3.1 Separating Windows 25
- ShoreTel 9 27 27
- 3.2 Viewing Modes 28
- 3.2.1 Normal Mode 29
- 3.2.2 Miniature 29
- 3.2.3 Docked 29
- 3.3 Viewers 30
- ShoreTel 9 31 31
- Voice Calls 33
- 4.2.2 SoftPhone 34
- 4.2.3 Office Anywhere 34
- 4.3.1 Handsfree Mode 35
- 4.3.2 Call Stack Size 35
- 4.4 Making a Call 37
- 4.5 Managing Incoming Calls 38
- 4.5.2 Answering Calls 39
- 4.5.3 Rerouting Inbound Calls 40
- 4.5.4 Automated Call Handling 41
- ShoreTel 9 43 43
- ShoreTel 9 45 45
- ShoreTel 9 47 47
- ShoreTel 9 49 49
- 4.5.6 Find Me 51
- 4.6 During an Active Call 52
- 4.6.3 Call Transfer 53
- Figure 4-14 Transfer panel 54
- ShoreTel 9 55 55
- 4.6.4 Call Interruptions 56
- ShoreTel 9 57 57
- 4.6.5 Call Recording 58
- 4.6.6 Sending Tones 59
- 4.6.7 Ending a Call 59
- 4.7 Specialty Calls 60
- ShoreTel 9 61 61
- Figure 4-21 Conference panel 61
- 4.7.2 Converged Conferencing 63
- 4.7.3 Video Calls 63
- 4.7.3.4 Video Window 64
- 4.7.4 Intercom 65
- 4.7.5 Overhead Page 65
- 4.8 Call Intervention 66
- 4.8.3 Whisper Page 67
- 4.9 History Viewer 68
- 4.9.2.1 Deleting a Record 69
- 4.9.2.2 Clearing the History 70
- 4.10 Call Routing Slips 71
- Instant Messaging 73
- ShoreTel 9 75 75
- Presence 77
- 6.2.2 IM Presence 78
- ShoreTel 9 79 79
- 6.3 Displaying Presence 80
- 6.4 IM Presence Privacy 81
- 6.4.1 Privacy States 82
- 6.4.4 Access Request Settings 83
- SoftPhone 85
- 7.3 Configuring SoftPhone 86
- Managing Address Entries 87
- Figure 8-1 Directory Viewer 88
- 8.2.2 Managing the Directory 89
- ShoreTel 9 91 91
- 8.3 Contact Viewer 92
- ShoreTel 9 93 93
- 8.3.3 Managing Contacts 94
- ShoreTel 9 95 95
- Figure 8-7 Add Contact panel 95
- 8.3.4 Contact List Operations 96
- 8.4.1 Implementation 97
- 8.4.2 File Properties 98
- ShoreTel 9 99 99
- Source=source text 100
- Version=vers ionname 100
- ShoreTel 9 101 101
- 8.4.2.2 XML Files 102
- ShoreTel 9 103 103
- <contact> 103
- 8.5 Speed Dial 104
- ShoreTel 9 105 105
- Managing Voice Mail 107
- 9.2.2 Voice Messages 108
- 9.3 Voice Mail Viewer 109
- ShoreTel 9 111 111
- 9.4 Managing Voice Messages 112
- ShoreTel 9 113 113
- 9.4.4 Calling the Sender 114
- 9.5 Voice Mail Notification 115
- 9.5.3 Notification Escalation 116
- 9.5.3.3 Escalation Process 117
- 9.6 Distribution Lists 118
- ShoreTel 9 119 119
- ShoreTel 9 121 121
- 9.7 Configuring Voice Mail 123
- Workgroups and Operators 125
- 10.3 Workgroup Status 126
- 10.4 Viewer Descriptions 127
- 10.4.1.1 Viewer Components 128
- 10.4.1.2 Setting Thresholds 128
- 10.4.2 Agent Monitor 129
- ShoreTel 9 131 131
- ShoreTel 9 133 133
- 10.5 Viewer Enhancements 134
- 10.5.2 Contacts Viewer 135
- Contact Center 137
- ShoreTel 9 139 139
- Figure 11-6 Queue monitor 140
- ShoreTel 9 141 141
- ShoreTel 9 143 143
- Outlook Integration 145
- ShoreTel 9 147 147
- ShoreTel 9 149 149
- A.1 Introduction 151
- A.2 Panel Descriptions 151
- A.2.3 Call Handling Mode 153
- ShoreTel 9 155 155
- A.2.5 Office Anywhere 156
- A.2.6 Find Me 157
- A.2.7 Voice Mail 158
- A.2.8 Escalation 159
- A.2.9 Outlook 161
- A.2.10 Workgroups 163
- A.2.11 Telephony 164
- ShoreTel 9 165 165
- A.2.13 Instant Messaging 166
- ShoreTel 9 167 167
- A.2.13.2 Presence panel 168
- A.2.13.3 Privacy panel 169
- A.2.14 Conferencing 170
- A.2.15 SoftPhone 171
- A.2.16 Video 172
- A.2.17 Sounds 173
- A.2.18 Languages 173
- ShoreTel 9 175 175
- ShoreTel 9 177 177
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