User guide

22
Selecting and acting on a call in the Call Monitor
Click a call in the Call Monitor folder to select it. After it is selected, you can choose commands to apply
to that call.
To use a command on a call in the Call Monitor folder, do one of the following actions:
Right-click the call and choose a command on the shortcut menu. This option is often the fastest
way of choosing a command, but it may be difficult to do so during times when phone traffic is
heavy. This is due to the fact that calls change position in the Call Monitor folder as new calls
arrive and transferred calls leave the Call Monitor folder.
Click a button on the toolbar.
Choose a command from the Actions menu.
Press Enter. This puts the selected call on hold, or retrieves it if it is already on hold.
Important: Do not use the ViewPoint Call Monitor to select and act on a call to a virtual extension—use
the phone commands to control these calls. A virtual extension number can be assigned to a user who
does not need a physical phone, for example because the user works on the road using a cell phone. Ask
your system administrator if there are any virtual extensions assigned on your system.
Call ownership
In the Call Monitor you can perform call-handling commands only on calls that you own. You own a call
if you are the one who answered it. If you select a call that you do not own, the call-handling commands
are unavailable.
Examples of calls that you can see, but that you do not own, include calls in a Queue tab that are being
handled by another agent, or calls in a shared Call Monitor tab that are being handled by the sharing
user. To determine who owns a call, look at the name in the Owner column.
Double-clicking calls
Double-clicking in the Call Monitor folder has the following effects:
Double-clicking an active call puts it on hold.
Double-clicking any other type of call takes the call (connects you to the caller). This includes
incoming calls, calls on hold, parked calls, and calls to which you are listening while the caller
leaves a message.
Commands while a call is ringing
While calls are ringing at your phone, the Call Monitor folder displays “Incoming Call.” If Wave can
identify the caller, the item in the Call Monitor folder also displays the caller’s phone number and name,
which enables you to screen your calls. While calls are ringing, you can perform the following actions:
Take the call
Send the call to voicemail
“Grab and hold” the call (put it on hold without talking to the caller first)
Transfer the call without talking to the caller first