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- MARQUE LIVRES
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Using routing lists 9-5
Chapter 9: Call Forwarding and Routing Lists
Wave ViewPoint User Guide
Turning forwarding on and off via the FWD button
When your calls are forwarded, the FWD button in the status bar appears with an active
forwarding icon . Click the button to open the Call Forwarding dialog to turn call
forwarding on or off or make other changes. Click the down arrow on the FWD button to turn
call forwarding off, or choose a different forwarding number.
Call forwarding and voicemail
If no one answers at your call forwarding location, the call is sent to your voicemail (unless you
have specified a different behavior using a routing list or call rule).
Using routing lists
A routing list is a series of phone numbers that Wave dials when calls for you arrive. If you do
not answer at one location, Wave proceeds to the next. For example, you can set up a routing
list that tries you at your desk, then at your home, and finally at your mobile phone.
A routing list ends with a final action that determines what happens if no one answers. Usually
the caller is sent to your voicemail, but you can specify other final actions. For example, you
can transfer calls to another extension, put callers on hold and try the series of numbers again,
or hang up.
You can specify a different final action for when you’re on the phone vs. when you’re away from
your desk. For example, if your phone is busy you can play a voicemail greeting such as “I'm
sorry I'm on the phone, please leave a message and I'll return your call as soon as possible.”
You can create as many routing lists as you want and make any one of them the active routing
list at any time.
Call center queue calls sent to agents do not follow the agents’ routing lists. See the Wave
Contact Center Administrator Guide for details.
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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