User guide

Commands while you’re on a call 5-9
Chapter 5: Receiving and Handling Calls in ViewPoint
Wave ViewPoint User Guide
Sending the call to voicemail
Select the call, and then choose Actions > Take Message. The call is sent to your voicemail.
Note: Contact center agents cannot perform this command on an incoming queue call.
Screening a voice message as it is being left
You can listen to a voice message as the caller is leaving it and pick up the call if needed. To do
so:
1. Select the call while it is ringing or while the caller is leaving a message.
2. Choose
Actions > Screen Message.
3. Pick up your phone and listen to the message as it is being left. This is a one-way
connection. The caller cannot hear you.
4. To interrupt the message and take the call, choose
Actions > Take Call. You are connected
to the caller.
You can also listen to a voice message as it is being left via the phone.
Commands while you’re on a call
Once you are on an active call, you can perform actions on that call, including the following:
• Putting a call on hold. See page 5-10.
• Transferring a call. See page 5-11.
• Adding notes to a call. See page 5-13.
• Sending an e-mail message about a call. See page 5-13.
• Recording a call. See page 5-13.
• Including the call as part of a conference call. See page 5-12 for steps to transfer a call
and then conference all parties together. (Conferencing is described in more detail in
Chapter 6.)
• Associating a call with a contact. See page 5-15.
Release 3.0
October 2012