Vertical Communications TeleVantage 7.5 manual Call Monitor folder tabs

To sort the Call Monitor automatically

1.Choose Tools > Options. The Options dialog box opens.

2.Choose the ViewPoint \ Call Monitor tab.

3.Check Actively sorted.

4.Click OK.

Note: Actively sorting the Call Monitor can make Call Monitor performance slower. You can always manually sort the Call Monitor by clicking a column header.

Call Monitor folder tabs

For most people, the Call Monitor folder contains one tab, called My Phone. However, the Call Monitor can display other tabs that group related calls. Click each tab to view the related call activity at your phone.

QMy Phone tab. This tab always appears in your Call Monitor folder and displays all calls to or from your telephone. This includes calls that are forwarded to your extension (in this case, the called party who forwarded the call is identified in the Owner column), and calls to your DID number if you have one.

QAll tab. The All tab appears if any other tabs in addition to the My Phone tab appear in your Call Monitor. The All tab allows you to see all calls for all tabs in one place.

QParked tab. The Parked tab shows all current parked calls.

QQueue tab. If you are an agent in a call center queue, all the current calls for the queue appear on a separate tab labeled with the queue name. An asterisk (*) on the queue tab indicates that you are signed out for that queue. For details about participating in a queue, see Appendix B.

Q<call owner> tab. Calls for users who have shared their Call Monitor folders with you appear on separate tabs labeled with the call owner’s name. For more information, see “Sharing your Call Monitor folder” on page 11-19.

QWorkgroup tab. If you belong to a workgroup, all current calls for the workgroup appear on a separate tab labeled with the workgroup’s name. For more information about workgroups, see “Using workgroups” on page 16-14.

CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-3