Selecting And Acting On A Call In The Call Monitor Folder; Call Ownership; Double-Clicking Calls - Toshiba STRATA CS Communication Server Release 6 User Manual

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Selecting and acting on a call in the Call Monitor folder _________

Click a call in the Call Monitor folder to select it. After it is selected, you can choose commands
to apply to that call.
To use a command on a call in the Call Monitor folder, do one of the following actions:
Right-click the call and choose a command on the shortcut menu. This option is often
the fastest way of choosing a command, but it may be difficult to do so during times
when phone traffic is heavy. This is due to the fact that calls change position in the Call
Monitor folder as new calls arrive and transferred calls leave the Call Monitor folder.
Click a button on the toolbar.
Choose a command from the
Press Enter. This puts the selected call on hold, or retrieves it if it is already on hold.

Call ownership

In the Call Monitor you can perform call-handling commands only on calls that you own. You
own a call if you are the one who answered it. If you select a call that you do not own, the
call-handling commands are unavailable.
Examples of calls that you can see, but that you do not own, include calls in a Queue tab that are
being handled by another agent, or calls in a shared Call Monitor tab that are being handled by
the sharing user.
To determine who owns a call, look at the name in the Owner column.

Double-clicking calls

Double-clicking in the Call Monitor folder has the following effects:
Double-clicking an active call puts it on hold.
Double-clicking any other type of call takes the call (connects you to the caller). This
includes incoming calls, calls on hold, parked calls, and calls for which you are
screening a message.
11-6
Under
Display Call Monitor in the following situations
following options:
Placing new calls from Contacts or Extensions
Returning calls from Voice Messages or Call Log
To display the Call Monitor folder automatically on incoming calls, click the
ViewPoint \ Call Alerts tab and check
Click .
OK
Display the Call Monitor
menu.
Actions
, check one or both of the
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