Vertical Communications TeleVantage 7.5 manual Preventing certain calls from ringing your phone

You can also enter a (numeric-only) account code using the telephone commands. See “Entering an account code for a call” on page 4-11. In addition, you can enter an account code from the Call Log after the call is complete. See “Entering an account code for a Call Log entry” on page 14-9.

Viewing a call’s history

While a call is visible in your Call Monitor folder, you can view its history in the Notes Pane. If the History Pane is not showing, click History in the bottom pane.

The History Pane shows the complete history of the call from the moment it entered the TeleVantage system. You can see how the call was routed to you, and where it might have been before you received it.

Adding notes to a call

While a call is visible in your Call Monitor folder, you can type notes about the call in the Notes Pane. If the Notes Pane is not showing, click Notes in the bottom pane.

If the call is transferred to someone else, notes that you created about the call are sent with the call (for example, you can add a note such as “Customer wants to track invoice #123987” before transferring the call to your shipping department). When the call is complete, you can view or edit the notes for the call in the Call Log folder (see Chapter 14, “Using the Call Log Folder” ).

Preventing certain calls from ringing your phone ______________

You can prevent certain types of calls from ringing your phone, as follows:

QAll calls. Select the Do Not Disturb personal status, which sends all your incoming calls directly to voicemail without ringing your phone. See “Sending your calls straight to voicemail with Do Not Disturb” on page 5-10 and Chapter 9. Note that agents in ACD workgroups continue to receive ACD workgroup calls even with Do Not Disturb selected.

QCalls from call center queues. For agents in call center queues only. Select any personal status whose Queue calls preference is set to No, such as Available (Non-Queue) or Do Not Disturb. These statuses mark you as unavailable and you do not receive queue calls. See Appendix B.

QCalls from ACD workgroups. For agents in ACD workgroups only. Choose Tools > Options, click the Personal tab of the Options dialog box, uncheck Accept ACD workgroup calls, and then click OK. Doing this marks you as unavailable and you do not receive calls from ACD workgroups.

CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-17