User guide

Commands while a call is ringing 4-4
Chapter 4: Receiving and Handling Calls in ViewPoint
Wave ViewPoint User Guide
Commands while a call is ringing
While calls are ringing at your phone, the Call Monitor folder displays “Incoming Call.” If
Wave can identify the caller, the item in the Call Monitor folder also displays the caller’s phone
number and name, which enables you to screen your calls. (See “Teaching Wave to recognize
your contacts” on page 9-7.) While calls are ringing, you can perform the following actions:
• Take the call
• Send the call to voicemail
• Transfer the call without talking to the caller first
Taking the call
If you are already on another call, select the incoming call and choose Actions > Take Call. Your
current call is put on hold. You can easily move among multiple calls by choosing
Take Call
again.
When you use
Take Call in the Call Monitor folder, call announcing is not used. However, you
can play the caller’s name over your speakers by choosing
Actions > Announce Caller.
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.