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This site was created as a place to share stories, tips, and troubleshooting help with ShoreTel/Mitel systems. ShoreTel/Mitel is obviously the MOST exciting VoiP platform on the market right now, and we realized there was no centralized place to discuss this platform, but now there is. Please feel free to join and share your experiences.

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  • ECC 101 - Changing Agent Toolbar Configurations

    The default configuration of the ECC Agent Toolbar is stored on the ECC server under d:\ShoreTel\Contact Center Server\Agents\ETAS.ini. The configurations are distributed out by the following procedure:
    • The agent logs into the system.
    • The agent process looks for a subfolder in d:\ShoreTel\Contact Center Server\Agents with its agent ID. For example, if you logged in as agent 4500 it would look for its ETAS.ini configuration in d:\ShoreTel\Contact Center Server\Agents\4500\ETAS.ini
    • If this folder does not exist, the system creates the folder and copies the default ETAS.ini from d:\ShoreTel\Contact Center Server\Agents\ and places it in the subfolder.
    • On shutdown of the toolbar, the agent process once again checks for its subfolder to re-write its currently active ETAS.ini back to that folder. This is done so if configuration changes are made they are saved.

    Changing the Default Configuration

    In order to change the default configuration and push it out to the agents, the following must be done:

    1. All agents must be logged out with their toolbars shut down.
    2. Start an agent toolbar, noting the agent ID you are logging in with. This user must be in a class of service that allows them to access the options.
    3. Customize the toolbar to the configuration you desire.
    4. Shutdown the toolbar
    5. Rename d:\ShoreTel\Contact Center Server\Agents\ETAS.ini to ETAS.bak.
    6. Copy the file d:\ShoreTel\Contact Center Server\Agents\xxxx\ETAS.ini to d:\ShoreTel Contact Center Server\Agents\., where “xxxx” is the agent ID of the agent you used to customize the toolbar.
    7. Delete all of the agent ID subfolders. This will force them to use the newly created ETAS.ini.
    Attached Files

  • #2
    I figured in order to get some more ECC information out there, I would start posting some of the more popular questions that I get asked all the time by customers I am installing for as well as some of the documentation (as ShoreTel will allow me to) that I have written over the years to augment the standard ECC docs.

    So if you want an answer to something that has been bugging you, let me know I will try to answer it to the best of my ability