User guide

Taking the call

If you are already on another call, select the incoming call and choose Actions > Take Call. Your current

call is put on hold. You can easily move among multiple calls by choosing Take Call again.

When you use Take Call in the Call Monitor folder, you can play the caller’s name over your speakers by

choosing Actions > Announce Caller.

Sending the call to voicemail

Select the call, and then choose Actions > Take Message. The call is sent to your voicemail.

Note: Contact center agents cannot perform this command on an incoming queue call.

Screening a voice message as it is being left

You can listen to a voice message as the caller is leaving it and pick up the call if needed. To do

so:

1. Select the call while it is ringing or while the caller is leaving a message.

2. Choose Actions > Screen Message.

3. Pick up your phone and listen to the message as it is being left. This is a one-way

connection. The caller cannot hear you.

4. To interrupt the message and take the call, choose Actions > Take Call. You are

connected to the caller.

You can also listen to a voice message as it is being left via the phone. You can rerecord this greeting to

say, for example, “This is Angela. I am on another call right now, but if you hold for a moment I will be

right with you.” The options that callers hear with this greeting are contained in a separate prompt that

only your Wave system administrator can change.

To grab and hold a call, select the incoming call and choose Actions > Hold.

PUTTING CALL ON HOLD/TRANSFER/PARK

Placing a Call on Hold

To put a call on hold, select the call, and then choose Actions > Hold. Alternatively, double-click

the call or select the call and press Enter.

To retrieve the call from hold, select the call and either choose Actions > Take Call, double-click

the call, or press Enter.

You can put as many calls on hold at one time as you want. The Duration column in the Call

Monitor folder shows how long each call has been waiting on hold.

Note:

 Use ViewPoint instead of the Hold button on your phone to put calls on hold. When on

hold from ViewPoint, callers hear your system’s hold music, but they hear only silence if

you use your phone’s Hold button.