User guide

Commands while you’re on a call 4-6
Chapter 4: Receiving and Handling Calls in ViewPoint
Wave ViewPoint User Guide
Note the following:
•Use Actions > Hold instead of the Hold button on your phone. When on hold, callers
hear music (if your system has music on hold), but they hear only silence if you use your
phone’s Hold button.
• You cannot put a call to a queue, auto attendant, or IVR Plug-in on hold. If you attempt to
do so, the call is disconnected.
• If you’re using a digital feature phone with multiple line appearances, you do not hear
dial tone after putting a call on hold. To get dial tone, select an unoccupied line.
Ringback for calls on hold
By default, if you hang up with one or more calls on hold, Wave’s ringback feature rings your
phone to remind you. Talk to your Wave system administrator about configuring ringback
behavior.
Transferring a call
The Call Monitor folder allows you to easily transfer a call to any party, either another Wave
user or someone at an external phone number. You can look up users and contacts by name, and
you can see in advance if an extension is busy. You can also transfer a call to an auto attendant
or to a user’s voicemail.
Drag-and-drop transferring
With the Phonebook pane showing in the Call Monitor folder, you can drag a call from the Call
Monitor to an extension to transfer the call to that extension, or to a contact’s name to transfer
the call to the contact’s default number. For more information about drag-and-drop commands,
see “Dragging and dropping items” on page 2-14. To show the Phonebook pane, see “Adjusting
the Phonebook Pane in the Call Monitor folder” on page 2-12.
Blind, consultation, and direct-to-voicemail transfers
You can transfer a call in one of the following ways:
• Blind transfer, sometimes called an unattended transfer. You transfer the call without
first speaking to the recipient. When the recipient answers the phone, the call is
connected.
Note: Blind transfers occur automatically when transferring a ringing call, and when
transferring to voicemail, an auto attendant, a queue, or an IVR Plug-in.