Vertical Communications TeleVantage 7.5 manual Using the Call Monitor, Receiving a call

Using the Call Monitor ____________________________________

To use the Call Monitor to handle ACD workgroup calls, agents log on to ViewPoint using their own names and passwords. They can view incoming ACD workgroup calls by using the ACD workgroup tab in their Call Monitor folders.

Call Monitor folder tabs work as follows:

QMy Phone. Displays non-ACD calls.

Q<ACD workgroup user name>. Displays ACD workgroup calls only.

QAll. Displays all calls together.

Important: For agents to see the ACD workgroup tab in their Call Monitor folders, you must have shared the ACD workgroup user’s Call Monitor with them. See “Sharing your Call Monitor folder” on page 11-19.

Receiving a call __________________________________________

When a call to the ACD workgroup arrives, the phones in the workgroup ring according to the method specified by the routing list. Calls continue to ring agents until they are answered or until the caller chooses to leave a message or hang up.

Incoming calls appear in all participating agents’ Call Monitor folders immediately. Agents do not have to wait for their phones to ring to take a call. As soon as an incoming call appears, they can click it in the Call Monitor folder and choose Actions > Take Call.

The status of a call in progress appears in agents’ Call Monitor folders as “Active.” Agents cannot affect other agents’ active calls. However, they can perform any action on their own calls, such as Hold, Transfer, Mute, and so forth.

APPENDIX D. WORKING AS AN AGENT IN AN ACD WORKGROUP D-3