Vertical Communications TeleVantage 7.5 manual Call Monitor folder cont’d. commands Answer

17-8

8-15

17-2

14-8

13-8

14-5

11-6

18-17

11-5

11-4

11-8

11-9

11-15

audio, 11-16,

11-8

18-6

call announcing (cont’d.) commands for answering, A-1turning off, 18-6

using with certain calls only, call center

agent availability, B-2

agent workday procedures, B-2

determining if you are on call for a queue, B-2ending your shift, B-3

ready, B-2

starting your shift, B-2taking a break, B-3taking breaks, B-2unavailable, B-2

using Contact Manager Assistant, B-9viewing pop-up information about a caller, B-9wrap-up time, B-8

call forwarding. See forwarding calls "Call From" prompt

overview, 4-2turning off, 18-6

call history

in Call Log, 14-8

in Call Monitor, 11-17

Call Log folder overview, 14-2

adding notes to calls in, 14-8 associating a call with a contact, 14-8 exporting, 8-32

filters for, 14-2

opening a contact record from, 14-9playing call recordings from, 14-9reporting on, 14-10

result codes for exported, 8-33returning calls from, searching, 14-7

viewing additional call details, Call Monitor folder

overview, 11-2

adding as pane to other folders, adding Phonebook pane to, 8-15

Call Monitor folder (cont’d.) commands

answer, 11-7

associate with contact, 11-14disconnect, 11-16

insert 11-13

mute, 12-13

park,

play caller’s name, 11-16put on hold,

put on hold while ringing, record call, 11-12

send incoming call to voice mail, 11-7 take call, 11-7

transfer, 11-10transfer while ringing, unpark, 11-15

conference calls in, 12-12display options for All tab, displaying on incoming calls, 18-17displaying when placing calls, 10-5double-clicking in, 11-7opening automatically, ownership of calls in,

panes in, 11-5 selecting calls in, 11-6 sharing, 8-24,11-19 tabs

overview, 11-3

flashing for incoming calls, for call center agents, B-7showing and hiding, 11-4

call notification of voice mail, 13-12call ownership, 11-6

call recordings, managing, call rules

overview,

call handling options, 17-8caller conditions for, 17-5

combining caller and schedule conditions, 17-5 creating, 17-4

enabling and disabling,

I-3 INDEX