Adding Notes To A Call; Preventing Certain Calls From Ringing Your Phone; Incoming Call Indicators - Toshiba STRATA CS Communication Server Release 6 User Manual

Viewpoint for communication server release 6
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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, choose
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

Preventing certain calls from ringing your phone ______________

You can prevent certain types of calls from ringing your phone, as follows:
All calls.
directly to voice mail without ringing your phone. See
voice mail with Do Not Disturb" on page 5-10
workgroups continue to receive ACD workgroup calls even with Do Not Disturb
selected.
Calls from call center queues.
personal status whose
(Non-Queue) or Do Not Disturb. These statuses mark you as unavailable and you do not
receive queue calls. See
Calls from ACD workgroups.
Options
workgroup calls
not receive calls from ACD workgroups.

Incoming call indicators ___________________________________

When you receive a call, the "ringing bell" button appears in the system tray on your Windows
taskbar (see the next figure). Hold the mouse pointer over the button to see who is calling by
phone number and name, if available.
Right-click the button for a shortcut menu of call-handling commands such as
Take Message
C
11. R
HAPTER
ECEIVING AND
Select the Do Not Disturb personal status, which sends all your incoming calls
Queue calls
Appendix
, click the Personal tab of the Options dialog box, uncheck
, and then click
. Double-click the button to bring ViewPoint to the front of your desktop.
H
C
ANDLING
ALLS IN
View > Notes Pane
Chapter
14,
and
Chapter
For agents in call center queues only. Select any
preference is set to No, such as Available
B.
For agents in ACD workgroups only. Choose
. Doing this marks you as unavailable and you do
OK
V
P
IEW
OINT
.
"Using the Call Log Folder"
"Sending your calls straight to
9. Note that agents in ACD
Accept ACD
Take Call
).
Tools >
and
11-17

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