User guide

Commands while you’re on a call 5-17
Chapter 5: Receiving and Handling Calls in ViewPoint
Wave ViewPoint User Guide
Entering an account code for a call
While on a call, you can enter an account code for the call or change the one already entered.
1. Select the call, and then choose
Actions > Enter Account Code.
2. Enter an account code. You can enter numbers, letters, or other characters.
3. Click
OK.
You can also enter an account code from the Call Log after the call is complete. See “Entering
an account code for a Call Log entry” on page 8-8.
Wave
Flagging a problem call to report later
The “Flag a Problem” button in the Call Monitor toolbar lets you click once to flag a problem
call, for example, a call that is not displayed correctly in the Call Monitor, or a call in ViewPoint
that doesn’t match the call on your phone. Any time after flagging calls, you can run the
Problem Report Wizard once and gather the logs for all of the flagged calls.
Flagging a call streamlines the process of using the Problem Report Wizard (see Appendix C)
to report problems about individual calls to your system administrator. For example, a company
operator might have too many calls coming in and cannot afford the time away to run the
Problem Report Wizard for each individual call.
To flag a problem call
1. In the Call Monitor, select the problem call.
2. Click the “Flag a Problem” button on the toolbar.
3. If prompted in the Problem Notes dialog, enter notes about the problem, and then click
OK. (By default, you will not be prompted to enter notes. To configure this behavior,
contact your Vertical support representative.)
Release 3.0
October 2012