Vertical Communications TeleVantage 7.5 Sharing your Call Monitor folder, Viewing shared calls

Sharing your Call Monitor folder ____________________________

You can share your Call Monitor folder with other TeleVantage users. Those users see your calls when they click on a tab with your name on it in their Call Monitors. If you give them the View and Edit permission level, they can answer your calls using that tab and perform all call-handling commands on them. If you give them the View Only permission level, they can see your calls but cannot answer them or perform any commands on them.

When you share calls with another user, your calls also appear in your own Call Monitor, but if the other user accepts one of your shared calls, you cannot manage it or take it.

Note: Calls that you share with another user do not ring at the other user’s telephone. If you want your calls to ring there, forward your calls to the user instead of sharing them. For more information about call forwarding, see Chapter 15.

You can use call sharing in the following ways:

QA coworker can cover your calls when you step away from your desk.

QYour assistant can screen all your calls and pick up routine calls while letting important calls go through to you directly.

Example: A manager shares calls with an assistant so that the assistant can see the manager’s calls. Based on the caller’s name or number, the assistant lets some calls go through, answers other calls, and sends some calls directly to the manager’s voicemail. If another call arrives while the manager is already on a call, the assistant can see with whom the manager is talking, determine if the current call is too sensitive to be interrupted, and handle the call appropriately.

Note: Calls you receive from a call center queue can be seen only by fellow agents in your queue, even if you are sharing your Call Monitor folder with other users.

For instructions on sharing your Call Monitor folder, see “Sharing folders” on page 8-24.

Viewing shared calls

When users share their Call Monitor folders with you, the following tabs appear in your Call Monitor folder:

QA <call owner name> tab for each user who has shared calls with you. This tab displays only the calls for that user.

QThe All tab, which displays all calls including shared calls. The calls are organized by call owner name.

See “Call Monitor folder tabs” on page 11-3 for information about how tabs are used in the Call Monitor to display calls.

CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-19