Vertical Wave User Manual page 80

Mobile Extension
Answering and handling calls from a remote phone
When using the Wave phone commands with a remote phone, you must press *# instead of the
Flash button to put calls on hold, use call-handling commands such as transfer or conference,
and so forth.
To answer and handle a call without using ViewPoint
1.
2.
Using * commands from a remote phone
The following * commands are available if you are using a mobile extension. Some *
commands are only available if you are an agent in a Contact Center queue.
Station ID
Page
Call as Queue
Set Personal Status to
Available
Set Personal Status to
Available (Queue Only)
Set Personal Status to
Available (Non-Queue)
Set Personal Status to
On Break
Terminate wrap-up time *54
Release 3.0
Pick up the phone to answer the call.
Press *# to access the Wave phone commands to handle the call.
Feature
*00
*11
*14 + queue extension # Contact Center agents: Sets outbound caller ID to
*50
*51
*52
*53
Press
Identifies the station ID assigned to your phone.
Pages all phones with speakers.
the specified queue's name and extension for all
subsequent calls.
Press *14 # to revert to calling as yourself.
All calls ring through to you according to your
current call forwarding, routing list, and
othersettings.
Contact Center agents: Makes you available to start
taking queue calls. Non-queue calls are sent directly
to your voicemail.
Contact Center agents: Makes you unavailable at
the end of your shift. Non-queue calls still ring your
phone.
Contact Center agents: Puts you on a break during
your shift. While this status is selected, the queue
does not send calls to you.
Contact Center agents: Terminates your wrap-up
time early and marks you as ready to take queue
calls again.
Wave Phone User Guide
Using Wave Phone Features
Description
April 2012
-
3 46