User guide

Placing a call 6-4
Chapter 6: Placing Calls in ViewPoint
Wave ViewPoint User Guide
•Click Extensions and select an extension in the list. The list is identical to other
Extensions lists in ViewPoint (see “Viewing Wave extensions” on page 4-1).
If the extension is a user with public numbers (My Numbers marked as public), you
can choose one of those numbers from the drop-down list below the main list. See
“Entering My Numbers” on page 6-5 for more about public numbers.
•Click
My Numbers. To place a call to one of your own phone numbers, such as your
home or mobile phone, select it on the list. You can double-click a blank category to
enter a new number for it.
Note: To verify that the phone number is entered in a correct format, click .
3. To enter an account code for the call, type a vertical bar character ( | ) after the number,
followed by the account code.
4. Click
OK to place the call.
Note: If you are using the ViewPoint Softphone, try the following troubleshooting tips
if your phone does not ring when you click
OK to place a call. (This information does not
apply if you are using any other type of phone.)
• If you can see the call in your Call Monitor, select the call and choose
Actions >
Take Call
. If you can take the call successfully, it means that your audio device is
working, but that the default ringing WAV file may not be opening correctly. See
your Wave administrator.
• If you can see the call in your Call Monitor, but you cannot take the call as
described above, check your Softphone device settings (
Tools > Options > Phone >
Softphone Devices
). If the settings are disabled, there may be a problem with the
device configuration or the device settings were not loaded correctly. Checking your
physical devices and device drivers in Windows may help you identify the problem,
or contact your Wave administrator.
• Check your phone’s status in the Extensions view. If the status is off-hook but you
are not connected to the call, report the problem using the Problem Report Wizard.
(This step gathers the appropriate logs and trace files that may help your Vertical
support representative troubleshoot your problem.) See “About the Problem Report
Wizard” on page C-1 for more information.
• Exit and log back into ViewPoint to see if that resolves the issue.
Release 3.0
October 2012