User guide

Commands while a call is ringing 5-8
Chapter 5: Receiving and Handling Calls in ViewPoint
Wave ViewPoint User Guide
Examples of calls that you can see, but that you do not own, include calls in a Queue tab that
are being handled by another agent, or calls in a shared Call Monitor tab that are being handled
by the sharing user.
To determine who owns a call, look at the name in the Owner column.
Double-clicking calls
Double-clicking in the Call Monitor folder has the following effects:
• Double-clicking an active call puts it on hold.
• Double-clicking any other type of call takes the call (connects you to the caller). This
includes incoming calls, calls on hold, parked calls, and calls to which you are listening
while the caller leaves a message.
Commands while a call is ringing
While calls are ringing at your phone, the Call Monitor folder displays “Incoming Call.” If
Wave can identify the caller, the item in the Call Monitor folder also displays the caller’s phone
number and name, which enables you to screen your calls. (See “Teaching Wave to recognize
your contacts” on page 10-8.) While calls are ringing, you can perform the following actions:
• Take the call
• Send the call to voicemail
• “Grab and hold” the call (put the call on hold without talking to the caller first)
Taking the call
If you are already on another call, select the incoming call and choose Actions > Take Call. Your
current call is put on hold. You can easily move among multiple calls by choosing
Take Call
again.
When you use
Take Call in the Call Monitor folder, you can play the caller’s name over your
speakers by choosing
Actions > Announce Caller.
Release 3.0
October 2012