User guide

Using the Call Monitor folder 5-3
Chapter 5: Receiving and Handling Calls in ViewPoint
Wave ViewPoint User Guide
Call Monitor folder tabs
For most people, the Call Monitor folder contains two tabs, called My Phone and All. You can
optionally display other tabs that group related calls. Click each tab to view the related call
activity at your phone.
•
My Phone tab. This tab always appears in your Call Monitor folder and displays all calls
to or from your phone. This includes calls that are forwarded to your extension (in this
case, the called party who forwarded the call is identified in the Owner column), and calls
to your DID number if you have one.
•
Parked tab. The Parked tab shows all current parked calls.
•
Queue tab. If you are an agent in a Contact Center queue, all the current calls for the
queue appear on a separate tab labeled with the queue name. An asterisk (*) on the queue
tab indicates that you are signed out for that queue. For details about participating in a
queue, see Chapter 5 in the Wave Contact Center Administrator Guide.
•
All tab. The All tab shows all of the following that apply to you:
• All calls to and from your phone.
• If you are an agent in a Contact Center queue: All queue calls for any queue that you
are currently signed into. (If you are not signed into a queue, that queue’s calls do
not appear in your All tab, but they do appear on that queue’s Queue tab.)
• All calls from any other users’ Call Monitors that have been shared with you.
Calls on the All tab are grouped under headers that correspond to the names of your other Call
Monitor tabs, as in the following example.
Note that a call may appear multiple times in the All tab, for example, under both the My Phone
header and the Parked header. You can select any appearance of a call to perform commands on
it.
Release 3.0
October 2012