User guide

Selecting and acting on a call in the Call Monitor 5-7
Chapter 5: Receiving and Handling Calls in ViewPoint
Wave ViewPoint User Guide
4. To display the Call Monitor folder automatically on incoming calls, click the ViewPoint \
Call Alerts tab and check
Display the Call Monitor.
5. Click
OK.
Selecting and acting on a call in the Call Monitor
Click a call in the Call Monitor folder to select it. After it is selected, you can choose commands
to apply to that call.
To use a command on a call in the Call Monitor folder, do one of the following actions:
• Right-click the call and choose a command on the shortcut menu. This option is often the
fastest way of choosing a command, but it may be difficult to do so during times when
phone traffic is heavy. This is due to the fact that calls change position in the Call Monitor
folder as new calls arrive and transferred calls leave the Call Monitor folder.
• Click a button on the toolbar.
• Choose a command from the
Actions menu.
• Press
Enter. This puts the selected call on hold, or retrieves it if it is already on hold.
Important: Do not use the ViewPoint Call Monitor to select and act on a call to a virtual
extension—use the phone commands (as described in the Wave Phone User Guide) to control
these calls. A virtual extension number can be assigned to a user who does not need a physical
phone, for example because the user works on the road using a cell phone. Ask your system
administrator if there are any virtual extensions assigned on your system.
Automatically displaying account code information for contacts
On an incoming call from a ViewPoint contact, Wave automatically displays the contact’s
account code information (if any) along with the call in the ViewPoint Call Monitor. If you do
not observe this behavior, ask your Wave administrator if this feature has been disabled on your
system.
Call ownership
In the Call Monitor you can perform call-handling commands only on calls that you own. You
own a call if you are the one who answered it. If you select a call that you do not own, the
call-handling commands are unavailable.
Release 3.0
October 2012