User guide

Selecting and acting on a call in the Call Monitor folder 4-3
Chapter 4: Receiving and Handling Calls in ViewPoint
Wave ViewPoint User Guide
Selecting and acting on a call in the Call Monitor folder
Click a call in the Call Monitor folder to select it. After it is selected, you can choose commands
to apply to that call.
To use a command on a call in the Call Monitor folder, do one of the following actions:
• Right-click the call and choose a command on the shortcut menu. This option is often the
fastest way of choosing a command, but it may be difficult to do so during times when
phone traffic is heavy. This is due to the fact that calls change position in the Call Monitor
folder as new calls arrive and transferred calls leave the Call Monitor folder.
• Click a button on the toolbar.
• Choose a command from the
Actions menu.
•Press Enter. This puts the selected call on hold, or retrieves it if it is already on hold.
Call ownership
In the Call Monitor you can perform call-handling commands only on calls that you own. You
own a call if you are the one who answered it. If you select a call that you do not own, the
call-handling commands are unavailable.
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.
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.