Installation guide

Receiving and handling queue calls 5-6
Chapter 5: Working as an Agent in a Contact Center Queue
Wave Contact Center Administrator Guide
Receiving and handling queue calls
You can receive and handle queue calls by using either the phone commands or ViewPoint.
When the queue sends a call to you, your phone rings and the call appears in ViewPoint’s Call
Monitor folder. Queue calls ignore your routing list and only ring your “Where I Am” location
(your station or call forwarding number).
To answer a call, do either of the following:
• Pick up the phone.
• Click the incoming call in the Call Monitor and choose
Actions > Take Call. If your phone
is on-hook, it rings to connect you to the call.
After you are connected to a queue call, you can use most Wave call-handling features such as
transfer, park, mute, and so forth. For instructions on handling calls using ViewPoint, see the
Wave ViewPoint User Guide. For instructions on handling calls using the phone, see (depending
on your phone type) the Wave Analog Phone Quick Reference Guide, Wave Digital Phone Quick
Reference Guide, or Wave SIP Phone Quick Reference Guide.
Note the following:
• You cannot use the
Hold command on a ringing queue call. You can only put a queue call
on hold after answering it.
• Your queue calls are not shared, even if you are sharing your Call Monitor folder.
Viewing your position in the queue
If you have permission to see ViewPoint’s Queue Monitor folder, you can use it to monitor your
position in the queue, and determine when you are likely to receive the next call. See
“Monitoring the position of agents in the queue” on page 6-14.
Release 2.0 Service Pack 1
April 2011