User guide

Sharing your Call Monitor folder 5-19
Chapter 5: Receiving and Handling Calls in ViewPoint
Wave ViewPoint User Guide
Sharing your Call Monitor folder
Your Wave system administrator can share your Call Monitor with other users. Those users see
your calls when they click on a tab with your name on it in their Call Monitors. If they have
View and Edit permission, they can answer your calls using that tab and perform all
call-handling commands on them. If they have View Only permission, they can see your calls
but cannot answer them or perform any commands on them.
Note: Calls you receive from a Contact Center queue can be seen only by fellow agents in your
queue, even if you are sharing your Call Monitor folder with other users.
When your calls are shared with another user, they appear as expected in your own Call Monitor,
but if the other user accepts one of your shared calls, you cannot manage it or take it.
A shared Call Monitor does not mean that calls ring at another user’s phone. To have your calls
ring at another user’s phone, forward your calls to that user. For more information about call
forwarding, see Chapter 9.
You can use call sharing in the following ways:
• A coworker can cover your calls when you step away from your desk.
• Your assistant can screen all your calls and pick up routine calls while letting important
calls go through to you directly.
Example: A manager shares calls with an assistant so that the assistant can see the manager’s
calls. Based on the caller’s name or number, the assistant lets some calls go through, answers
other calls, and sends some calls directly to the manager’s voicemail. If another call arrives
while the manager is already on a call, the assistant can see with whom the manager is talking,
determine if the current call is too sensitive to be interrupted, and handle the call
appropriately.
For more about sharing a Call Monitor, see “Sharing folders” on page 2-35.
Release 3.0
October 2012