Core knowledge for CDP Employees

2. ShoreTel is the phone system that we use to take calls at CDP.
It comprises of a phone/headset combo on your desk, and
the ShoreTel app on your computer. Together, they allow you
to keep track of your contacts, call history, current call status
of fellow CDPeeps, and much more. It's a necessary tool, and
fairly easy to use, so let's get started!
To open ShoreTel, click on the orange and white swirl icon
that says ShoreTel Communications.
If you'd like, you can even pin it
permanently to your Task Bar on
the bottom of your computer screen by right-
clicking the icon while ShoreTel is open, and
selecting Pin To Task Bar. Makes everything just
a teeny bit easier.
Once in, you will be presented
with the grand main menu of
your telephoning hotspot.
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3. The main thing to take note of initially is the names
of all your fellow CDPeeps listed across the top.
The icons beside their name display their current call
status. If the icon is green with a phone on the hook,
then they're available; Phone off the hook means
they're in the middle of a call; and yellow music note
means they're on hold.
Now that you're logged into the ShoreTel app, you
need to activate your "agent status" to be able to
start using your phone as a proper phone. To do so,
lean over to your phone set on your desk and hone in
on the little screen and buttons.
On the right side of the screen,
you'll see LogIn and Log Out.

4. These, as you've probably already guessed, denote logging in and out of the
ShoreTel system for taking client calls. This means that your "agent status" will
be turned on and you will be in the queue and able to receive incoming client
calls.
To do so, follow the little grooved line from LogIn to its corresponding button
(same goes for LgOut). Go ahead and give it a click.
A chime will sound and a banner will appear
across the lower right of your computer screen
confirming that your "agent status" has been
changed.
Congratulations. You're now an active
CDP agent.
Now you need to know how to correctly
harness that newfangled headset.

5. It has its own personal charging dock, which
you mount it into by sliding the mouthpiece
into it. The microphone will rest on the outside
groove and the chunkier piece will rest in the
little cradle.
You can position the headset and way
you'd like, with the mouthpiece on your
left or right. Whichever one feels more
comfortable to you. You can secure it
more tightly or loosen it up by sliding
the headset accordingly, and can flip
the mouthpiece up when it’s not in use.

6. To turn it on or off (which will start or end a
call), press the little silver rectangle on the side
of the mouthpiece. And to mute the call,
press the black button that sticks out slightly
on the back of the mouthpiece.
Now you're all ready to take those calls by storm! Let's
look at some basics that'll come in useful when in the
call queue.
First, adding contacts. All CDPeeps are already
automatic contacts, but you can add them, and others,
to your contact book for easy access. Click on the
Contacts tab in the lower left corner.
You can then add contacts by clicking Add in
the upper right, and then entering in the
contact's information.
On the bottom of the screen
as well is the Voice Mail tab.
In there, you have access to both the voice
mail of the team of which you're a part of
(such as Sales, Support, etc.) as well as
your own personal voice mail. You can
access this by clicking on the Voicemail
button on your phone and following the
instructions.
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7. The last three tabs are all fairly selfexplanatory.
Call Details highlights the specifics of a certain call
that you're examining; Directory contains all of
your contacts, as well as the myriad of contacts
CDP itself has; and History shows your personal
call history when using the ShoreTel app.
One majorly useful thing to know is how to transfer a
call. To do so, go to Call on the top left corner.
In the dropdown menu, click Transfer.
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8. A new window will pop up, so just go ahead and
type in the name and/or number of the person
you want to transfer the call to (names are
usually much easier, as 99% of the time you're
transferring to a fellow CDPeep). But before you
officially transfer, you have to doublecheck that
they're not busy. So go ahead and click on
Consult at the bottom.
This will call the CDPeep's phone and allow you to consult with
them, without the client hearing any of the conversation. If the
CDPeep accepts the transfer, they'll hit Accept, all you'll have to do
is hang up and voila! You have done it.
Receiving a transferred call is just as simple. You either accept the
transferred call via Consult, or just go ahead and hit the Accept
button.
Perhaps you want to conduct a conference call in order to talk to
multiple clients and/or CDPeeps at once. Simply go back up to
the Call tab again and go down to Conference.

9. In the new window that pops up, add the
names and/or numbers of the people you
want in the conference call, and begin the
call.
And just like that, you’re ready to go! There’s
way more advanced features involved, so feel
free to explore or ask anyone about them. :)
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