Installation guide

Popping up caller information 5-11
Chapter 5: Working as an Agent in a Contact Center Queue
Wave Contact Center Administrator Guide
You can also learn from whom a station is placing outbound calls by picking up the station and
pressing
*0. The station information recording includes the line, “The current extension is <Ext.>
calling as
<Queue>.”
•
<Ext.> is the extension of the last user who logged in at the station.
•
<Queue> is the name of the queue that outbound calls are marked as being from.
For example, the recording might say, “The current extension is 555, calling as Sales Queue.”
Popping up caller information
You can use the Wave Contact Manager Assistant to pop up information about callers that you
have in another contact manager application. Callers must be contacts in one of the following
contact manager or customer relationship management applications:
• Act! 3.0, 4.0, 6.0, and 2000
• Goldmine 4.0 and 5.0, and Goldmine Business Contact Manager 5.7
• Goldmine FrontOffice 2000
• Microsoft Outlook 98, 2000, 2003, and XP
For instructions on configuring the Wave Contact Manager Assistant, see its online Help.
Act! can pop up contact information on its own, without the Contact Manager Assistant.
Note: Your office might also use a custom screen pop application created with the ViewPoint
API. If this is the case, see your Wave system administrator for instructions on using it.
Working remotely
If you have a mobile extension, you can work remotely using that phone. You can work at
remote phone that is not a mobile extension by forwarding your calls to another number. For
instructions on using a remote phone with or without ViewPoint, see “Using a remote phone”
in Chapter 6 in the Wave ViewPoint User Guide.
Release 2.0 Service Pack 1
April 2011