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Commands while you’re on a call 5-10

Chapter 5: Receiving and Handling Calls in ViewPoint

Wave ViewPoint User Guide

• Parking a call. See page 5-15.

• Sending a call to voicemail. See page 5-16.

• Playing a caller's name over your speakers. See page 5-16.

• Disconnecting a call while staying on the phone. See page 5-16.

• Entering an account code for a call. See page 5-17.

• Flagging a problem call to report later. See page 5-17.

Instructions for each of these commands appear in the following sections.

Note: To perform a Call Monitor command on a call, you must first select the call.

Putting a call on hold

To put a call on hold, select the call, and then choose Actions > Hold. Alternatively, double-click

the call or select the call and press Enter.

To retrieve the call from hold, select the call and either choose

Actions > Take Call, double-click

the call, or press

Enter.

You can put as many calls on hold at one time as you want. The

Duration column in the Call

Monitor folder shows how long each call has been waiting on hold.

Note:

• Use ViewPoint instead of the Hold button on your phone to put calls on hold. When on

hold from ViewPoint, callers hear your system’s hold music, but they hear only silence if

you use your phone’s Hold button.

• 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. When the call rings back, the call’s status in the Call Monitor changes to

Ringing (On Hold). Talk to your Wave system administrator about configuring ringback

behavior.

Release 3.0

October 2012

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Vertical Wave Guide de l'utilisateur Page 94