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- Table des matières
- MARQUE LIVRES
Noté. / 5. Basé sur avis des utilisateurs
Using a remote phone 6-19
Chapter 6: Placing Calls in ViewPoint
Wave ViewPoint User Guide
Using * commands from a remote phone
The following * commands are available if you are using a mobile extension. Some *
commands are only available if you are an agent in a Contact Center queue.
Feature Press Description
Station ID *00 Identifies the station ID assigned to your
phone.
Page *11 Pages all phones with speakers.
Call as Queue *14 + queue
extension #
Contact Center agents: Sets outbound caller
ID to the specified queue’s name and
extension for all subsequent calls.
Press *14 # to revert to calling as yourself.
Set Personal Status
to Available
*50 All calls ring through to you according to your
current call forwarding, routing list, and other
settings.
Set Personal Status
to Available (Queue
Only)
*51 Contact Center agents: Makes you available to
start taking queue calls. Non-queue calls are
sent directly to your voicemail.
Set Personal Status
to Available
(Non-Queue)
*52 Contact Center agents: Makes you unavailable
at the end of your shift. Non-queue calls still
ring your phone.
Set Personal Status
to On Break
*53 Contact Center agents: Puts you on a break
during your shift. While this status is selected,
the queue does not send calls to you.
Terminate wrap-up
time
*54 Contact Center agents: Terminates your
wrap-up time early and marks you as ready to
take queue calls again.
Release 3.0
October 2012
- Wave ViewPoint 1
- User Guide 1
- Revision History 3
- Contents 10
- Wave ViewPoint User Guide 10
- Chapter 11 Using Call Rules 13
- Appendix C Reporting Problems 16
- Introducing Vertical Wave 17
- Accessing Wave 18
- Feature comparison table 19
- Getting technical support 20
- Wave documentation 20
- Accessing Help 21
- Using ViewPoint 23
- Installing ViewPoint 24
- About ViewPoint 2-3 25
- Chapter 2: Using ViewPoint 25
- and then de-selecting the 26
- Using ViewPoint remotely 27
- Logging on to ViewPoint 29
- Logging on to ViewPoint 2-8 30
- Logging on to ViewPoint 2-9 31
- Logging on to ViewPoint 2-10 32
- Logging on to ViewPoint 2-11 33
- Logging on to ViewPoint 2-12 34
- Logging on to ViewPoint 2-13 35
- Logging on to ViewPoint 2-14 36
- Logging on to ViewPoint 2-15 37
- Logging on to ViewPoint 2-16 38
- Changing your password 39
- Exiting ViewPoint 40
- The Menu Bar 41
- The Toolbar 42
- The Navigation Pane 42
- The Status Bar 43
- Working in ViewPoint folders 44
- on the shortcut menu 47
- Copying and pasting items 49
- Dragging and dropping items 50
- Organizing items in folders 53
- Viewing public folders 55
- Managing the Deleted folder 55
- Sharing folders 57
- Using the audio controls 58
- Using Personal Statuses 65
- About personal statuses 3-2 66
- About personal statuses 3-3 67
- Available personal statuses 68
- About personal statuses 3-5 69
- About personal statuses 3-6 70
- Selecting a personal status 71
- Modifying a personal status 72
- Using the Extensions List 77
- Searching the Extensions list 78
- Extensions list tabs 79
- Extensions list columns 79
- Placing calls to an extension 80
- Using the Call Monitor folder 85
- Call Monitor folder tabs 87
- Call Monitor folder panes 89
- Call Monitor folder columns 89
- Call ownership 91
- Double-clicking calls 92
- Taking the call 92
- Sending the call to voicemail 93
- Putting a call on hold 94
- Transferring a call 95
- Adding notes to a call 97
- Recording a call 97
- To record a call 98
- Parking a call 99
- Unparking a call 100
- Sending a call to voicemail 100
- To flag a problem call 101
- Incoming call indicators 102
- Viewing shared calls 104
- Placing Calls in ViewPoint 105
- Placing a call 6-2 106
- Placing a call 6-3 107
- Placing a call 6-4 108
- Placing a call 6-5 109
- Placing a call 6-6 110
- Placing a call 6-7 111
- Checking a number 112
- Creating conference calls 113
- Ending a conference call 116
- Using the ViewPoint Softphone 118
- Using a remote phone 121
- Using a remote phone 6-18 122
- Using a remote phone 6-19 123
- Using a remote phone 6-20 124
- Using a remote phone 6-21 125
- Release 3.0 126
- October 2012 126
- CHAPTER CONTENTS 127
- The Messages folder 128
- Handling your voice messages 130
- Forwarding a voice message 131
- Replying to a voice message 132
- E-mailing a voice message 133
- Deleting voice messages 133
- Managing call recordings 136
- Stutter dial tone 139
- Message waiting light 139
- Sound played 139
- To set up pager notification 142
- To set up call notification 144
- Scheduling notifications 145
- 4. Click 146
- , and then click Add. The 146
- To specify custom hours 147
- Managing voicemail greetings 149
- The Greetings folder 150
- Greeting hierarchy 151
- Recording a new greeting 152
- E-mailing a greeting 153
- New Inbox 154
- Saved Wave Saved Messages 154
- Deleted Deleted Items 154
- Using the Call Log Folder 159
- Call Log folder filters 160
- Call Log folder columns 161
- Viewing call details 161
- Call Details Columns 162
- The Call Log folder 8-5 163
- Sharing the Call Log 166
- Reporting on the Call Log 167
- Forwarding calls 170
- Forwarding calls 9-3 171
- Forwarding calls 9-4 172
- Using routing lists 173
- Using routing lists 9-6 174
- The Routing Lists folder 175
- Using routing lists 9-8 176
- Using routing lists 9-9 177
- Using routing lists 9-10 178
- Using routing lists 9-11 179
- Using routing lists 9-12 180
- Using routing lists 9-13 181
- Using routing lists 9-14 182
- Using routing lists 9-15 183
- Using routing lists 9-16 184
- Using routing lists 9-17 185
- Routing calls to groups 186
- Using routing lists 9-19 187
- Using routing lists 9-20 188
- Managing Contacts and Groups 189
- The Contacts folder 190
- Viewing shared contacts 191
- Contacts folder tabs 191
- The Contacts folder 10-4 192
- Managing contacts 193
- Managing contacts 10-6 194
- Managing contacts 10-7 195
- Identifying contacts by name 197
- To enter a contact PIN 203
- Using ViewPoint Groups 205
- Personal and public Groups 206
- The Groups folder 206
- Creating a Group 207
- Using ViewPoint Groups 10-20 208
- Using Call Rules 209
- About call rules 11-2 210
- Chapter 11: Using Call Rules 210
- The Call Rules dialog 211
- Creating a new call rule 212
- Creating a new call rule 11-5 213
- Creating a new call rule 11-6 214
- Creating a new call rule 11-7 215
- Creating a new call rule 11-8 216
- Creating a new call rule 11-9 217
- Call rule priority 218
- Call rule priority 11-11 219
- Customizing ViewPoint 221
- Tab Field See 222
- Customizing phone behavior 223
- Recording your voice title 224
- To set call alerts 233
- Changing ViewPoint’s language 238
- To set double-click behavior 239
- Customizing columns 240
- Other customization options 241
- Running a report 245
- Running a report 13-4 246
- Shared and local reports 247
- Setting Reporter options 248
- Setting Reporter options 13-7 249
- Click OK 250
- Totals on the Data tab 251
- Using the Report Runner 253
- Available reports overview 255
- Call Log report 256
- Call Log report 13-15 257
- Call Transfer report 258
- Grouped Service Level report 259
- data you entered 263
- User Call Trends report 265
- the ViewPoint Mobile App 267
- Carrier network features 268
- Supported devices 268
- Online vs. offline mode 269
- Server Settings 275
- For Calls Use 276
- • Call Log. See page 14-34 278
- . See page 14-36 278
- Making a call (iOS) 288
- . Puts the caller on hold 293
- Viewing your Call Log (iOS) 300
- Instant Messaging (iOS) 302
- Setting options (iOS) 303
- Call Settings 315
- To transfer a call 330
- Conferencing: Method 1 331
- Conferencing: Method 2 332
- Instant Messaging (Android) 339
- 1. Tap 340
- Setting options (Android) 342
- APPENDIX CONTENTS 349
- Searching for recordings 351
- Searching for recordings A-4 352
- Searching for recordings A-5 353
- Searching for recordings A-6 354
- Searching for recordings A-7 355
- Searching for recordings A-8 356
- Saving your current search 357
- Loading a saved search 357
- Purging archived recordings 362
- Reporting Problems 367
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