User guide

Supervising other users’ calls 5-9
Chapter 5: Placing Calls in ViewPoint
Wave ViewPoint User Guide
Conferencing multiple active calls together
Use the following procedure when you have two or more separate existing calls that you want
to conference together with yourself. Note that you cannot conference two conference calls
together.
To conference separate existing calls together:
1. Select all the calls that you want to conference together. Press Ctrl on your computer
keyboard as you select multiple calls.
2. Choose
Actions > Conference. The selected calls are now conferenced with you.
Ending a conference call
A conference call normally ends when all parties hang up at roughly the same time. If you leave
the conference call early, by default the conference call continues without you. The other
participants can continue to talk, even if you started the conference and your company is paying
for the outgoing calls used to create it. To terminate the call, each participant must hang up, or
you must disconnect all parties.
Your system may be configured to disconnect the conference when you leave.
Supervising other users’ calls
With the proper permissions, you can enter another user’s call as a third party without being
invited. This is usually done by a manager to supervise the other user, or by an operator to
briefly join someone's call to announce something that needs immediate attention.
Note: You cannot use this feature to supervise ACD workgroup calls.
You can supervise calls in the following ways:
• Monitor. You can listen to the other user’s call without being heard by the other parties in
the call.
• Coach. You can speak to the other user without being heard by other parties in the call.
The other user is the only party to hear you. You hear all parties.
• Join. You join the call as a full participant, able to hear and be heard by all parties in the
call. Essentially, you create a conference call by inviting yourself in.