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Make sure you are in Detail View in the Call Manager; not Docked or Compact. Then you should see a Details pane. When a call is active you will see the real-time routing information of the call. And if you right click in this pane during the call one option is to Edit Call Detail. Any notes...

My pleasure. I don't know of a way to do exactly what you're requesting for the training application without a full-blown Contact Center solution. Again in the Operator Call Manager you could have your trainer use the Whisper Page feature to coach the agent and the customer would not hear the...

ShoreTel out of the box will support a 6 party conference call but you do have to assign ports (actually DSP resources) to get to the 6. If you need more than 6 conferees ShoreTel has a Conference appliance that will support up to 96 conferees and support collaboration, etc.

Suggestions Instead of putting the call on Hold you can Park the call In Shoreware Director you can alter the length of time the call will remain parked before ringing back to the station that parked it. I think it's up to 1,000 seconds (16 minutes). You can monitor every extension on your...