User guide

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For most people, the Call Monitor folder contains two tabs, called My Phone and All. You can optionally display
other tabs that group related calls. Click each tab to view the related call activity at your phone.
My Phone tab. This tab always appears in your Call Monitor folder and displays all calls to or from your
phone. This includes calls that are forwarded to your extension (in this case, the called party who
forwarded the call is identified in the Owner column), and calls to your DID number if you have one.
Parked tab. The Parked tab shows all current parked calls.
Queue tab. If you are an agent in a Contact Center queue, all the current calls for the queue appear on a
separate tab labeled with the queue name. An asterisk (*) on the queue tab indicates that you are signed
out for that queue.
All tab. The All tab shows all of the following that apply to you:
 All calls to and from your phone.
 If you are an agent in a Contact Center queue: All queue calls for any queue that you are
currently signed into. (If you are not signed into a queue, that queue’s calls do not appear in your
All tab, but they do appear on that queue’s Queue tab.)
 All calls from any other users’ Call Monitors that have been shared with you.
Calls on the All tab are grouped under headers that correspond to the names of your other Call Monitor
tabs, as in the following example.
Note that a call may appear multiple times in the All tab, for example, under both the My Phone header
and the Parked header. You can select any appearance of a call to perform commands on it.
Showing, hiding, and reordering Call Monitor tabs
To show or hide individual Call Monitor tabs, as well as choose their order, do the following:
1. Choose View > Show Tabs. (You can also right-click the Call Monitor column headers or tabs.)
2. Click All to select all tabs, or select a tab name and click Add or Remove to show or hide it. Use
the up and down arrow buttons to arrange the order in which the tabs are displayed.
3. Click OK.
Using the My Phone tab to handle calls
The My Phone tab appears if you have other tabs showing. After you answer a call, the Call Monitor
automatically switches to the My Phone tab. It is the only tab from which you can perform call-handling
commands on a call. If you select an active call in another tab, the call-handling commands are
unavailable.