Specifications

ii Contact Advantage Manual
About the Calls List ..................................18
HandlingCalls........................................18
Dialing............................................18
PlacingCallsonHold.................................21
UsingCallWaiting...................................22
TransferringCalls....................................22
ConferencingCalls...................................24
Using Account Codes. . . ..............................25
UsingVoiceMail......................................26
About the Voice Mail Window . ........................26
ListeningtoYourVoiceMail ..........................27
Monitoring........................................... 33
Choosing Workgroups to Monitor .......................34
ViewingtheCallHistory..............................36
CHAPTER 4
UsingContactAdvantageasaWorkgroupAgent........39
WorkgroupLogin .....................................40
LoggingOutorChangingWorkgroups.....................40
About the Main Window . . ..............................41
CallHandling.........................................42
SettingStatustoReadyorNotReady....................43
Viewing,Sharing,orPushingData...................... 43
Monitoring........................................... 45
Choosing Workgroups to Monitor .......................45
ViewingtheCallHistory..............................47
ViewingWorkgroupStatistics.......................... 48
ViewingQueues..................................... 49
CHAPTER 5
UsingContactAdvantageasaSupervisor ..............51
LoggingIn ...........................................51
ViewingGroupStatistics................................53
ViewingAgentStatistics ................................55
ViewingaHistoryofAgentActivity.....................56