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CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-17
Viewing a call’s history
While a call is visible in your Call Monitor folder, you can view its history in the Notes Pane. If
the History Pane is not showing, click
History in the bottom pane.
The History Pane shows the complete history of the call from the moment it entered the Strata
CS system. You can see how the call was routed to you, and where it might have been before
you received it.
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, click
Notes in the bottom pane.
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 Chapter 14, “Using the Call Log Folder” ).
Preventing certain calls from ringing your phone ______________
You can prevent certain types of calls from ringing your phone, as follows:
Q All calls. Select the Do Not Disturb personal status, which sends all your incoming calls
directly to voicemail without ringing your phone. See
“Sending your calls straight to
voicemail with Do Not Disturb” on page 5-10 and Chapter 9. Note that agents in ACD
workgroups continue to receive ACD workgroup calls even with Do Not Disturb
selected.
Q Calls from call center queues. For agents in call center queues only. Select any
personal status whose
Queue calls preference is set to No, such as Available
(Non-Queue) or Do Not Disturb. These statuses mark you as unavailable and you do not
receive queue calls. See
Appendix B.
Q Calls from ACD workgroups. For agents in ACD workgroups only. Choose Tools >
Options
, click the Personal tab of the Options dialog box, uncheck Accept ACD
workgroup calls
, and then click OK. Doing this marks you as unavailable and you do
not receive calls from ACD workgroups.