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call announcing (cont'd.)
commands for answering
,
turning off
18-6
using with certain calls only
call center
,
agent availability
B-2
agent workday procedures
determining if you are on call for a queue
,
ending your shift
B-3
,
ready
B-2
,
starting your shift
B-2
,
taking a break
B-3
,
taking breaks
B-2
,
unavailable
B-2
using Contact Manager Assistant
viewing pop-up information about a caller
,
wrap-up time
B-8
call forwarding. See forwarding calls
"Call From" prompt
,
overview
4-2
,
turning 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
associating a call with a contact
,
exporting
8-32
,
filters for
14-2
opening a contact record from
playing call recordings from
,
reporting on
14-10
result codes for exported
,
returning 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
I-3
,
A-1
,
18-6
,
B-2
,
B-2
,
B-9
,
B-9
,
14-8
,
14-8
,
14-9
,
14-9
,
8-33
14-8
,
14-5
,
8-15
,
8-15
Call Monitor folder (cont'd.)
commands
,
answer
11-7
associate with contact
,
disconnect
11-16
,
insert audio
11-13
,
,
mute
11-16
12-13
,
park
11-15
play caller's name
,
put on hold
11-9
put on hold while ringing
,
record call
11-12
send incoming call to voice mail
,
take call
11-7
,
transfer
11-10
transfer while ringing
,
unpark
11-15
,
conference calls in
display options for All tab
displaying on incoming calls
displaying when placing calls
,
double-clicking in
11-7
opening 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
showing and hiding
call notification of voice mail
,
call ownership
11-6
call recordings, managing
call rules
,
overview
17-2
call handling options
,
caller conditions for
combining caller and schedule conditions
,
creating
17-4
enabling and disabling
,
11-14
,
11-16
,
11-8
,
11-7
,
11-8
12-12
,
11-4
,
18-17
,
10-5
,
11-5
,
11-6
,
18-17
,
B-7
,
11-4
,
13-12
,
13-8
,
17-8
17-5
,
17-5
,
17-8
I
NDEX
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