Specifications

46 Contact Advantage Manual
Note: If you selected individual extensions to monitor, you will be able
to pick up personal calls to these extensions, but not workgroup
calls.
In addition, if you selected a workgroup extension, the Monitor list
shows all the extensions in the workgroup, even for agents who are
currently logged out.
Reading the Monitor List
In the monitor list, each extension is listed along with its Status, Number,
Name,andGroup—workgroup, if applicable.
The state can be one of the following:
• Idle—the extension is not in use; you can click the Status field to ring
that extension
• Connected—the extension is in use
• Ringing—the phone on the extension is ringing; you can click the
Status fieldtopickupthecallatyourownextension
• Conference—the extension is on a conference call
• Voice Mail—the extension is in voice mail
• Auto Attendant—the extension is connected to an Auto Attendant
• Holding—the extension is on hold
• Hold Pending—the extension is awaiting hold
Calling or Picking Up Calls
If a monitored extension is Idle, clicking its Status field rings the
extension.
If a monitored extension is Ringing, clicking its Status field picks up the
call.
Note: If a call is coming in to a workgroup to which you are not currently
logged in, you cannot pick up the call.