User guide

Commands while you’re on a call 5-13
Chapter 5: Receiving and Handling Calls in ViewPoint
Wave ViewPoint User Guide
You can also transfer calls more easily by resizing the Transfer To dialog, by showing and hiding
columns, and by sorting calls by column. See “Customizing ViewPoint for operators” on
page 12-17.
Adding notes to a call
While a call is visible in your Call Monitor folder, you can type notes about the call in the Notes
Pane. If the Notes Pane is not showing, click
Notes in the bottom pane.
If the call is transferred to someone else, notes that you created about the call are sent with the
call (for example, you can add a note such as “Customer wants to track invoice #123987” before
transferring the call to your shipping department). When the call is complete, you can view or
edit the notes for the call in the Call Log folder (see Chapter 8, “Using the Call Log Folder” ).
If the call is recorded or transferred to voicemail, you will see the notes associated with the
recording.
Sending an e-mail message about a call
From an active call, you can create an e-mail message that’s automatically preformatted with
details about the call (from name and number, date and time, and so forth). This can be useful
for receptionists who sometimes need to take a verbal messages from the caller.
To create an e-mail from a call, select the call and choose
Actions > Send To. A new e-mail
message opens preformatted with call details. You can add optional notes or message
information before sending the e-mail.
Recording a call
If your Wave system administrator has given you the required permission, you can record your
Wave conversations, including conference calls. By default, recordings appear in your
Voicemail Inbox folder, although the system may be configured to send them to another
extension’s Inbox.
Release 3.0
October 2012