User guide

Using workgroups 9-14
Chapter 9: Managing Contacts and Workgroups
Wave ViewPoint User Guide
3. Select Comma Separated Values (Windows) and click Next.
4. Select a folder in which to store the contacts file and click
Next.
5. Enter a filename and click
Next.
6. Click
Finish.
Importing contacts into Wave
See “Importing and exporting Wave items” on page 2-21.
Using workgroups
A workgroup is a group of related extensions or contacts. Extensions in Wave include users,
IVR Plug-ins, auto attendants, or queues. With a workgroup you can:
• Send, reply, or forward a voice message to the workgroup. All mailboxes in the
workgroup receive the message at once. See “Sending a message directly to a user’s
voicemail” on page 6-9.
• Call the workgroup if your Wave system administrator has assigned it an extension. The
phones of all users in the workgroup ring simultaneously, and the first user to answer is
connected. See “Placing a call” on page 5-1. Members of a workgroup other than users
are ignored, for example, contacts, queues, auto attendants, and IVR Plug-ins.
• View the users in your workgroup when transferring calls, which makes it easier to pick
the right recipient. You can set any workgroup to appear as a tab in the Extensions section
of the Transfer To dialog. For example, you can define the members of your Sales
department as a workgroup. When you have a call for the Sales department, you can click
the Sales tab and see all the department members at a glance, along with their current
personal statuses. See “Transferring a call” on page 4-6, and “Having a workgroup
appear as an Extensions tab” on page 9-17.
Personal and public workgroups
Generally, the workgroups you will create in Wave are personal workgroups. Only you can see
the personal workgroups that you create. Other users cannot see workgroups that you create.
Public workgroups, which are accessible to all Wave users who have permission to see them,
can be created only by Administrator users or other users who have been given special
permission to do so. Your Wave system administrator can assign public workgroups an
extension so that the workgroup can be accessed via the phone.