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CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-19
Sharing your Call Monitor folder ____________________________
You can share your Call Monitor folder with other Strata CS users. Those users see your calls
when they click on a tab with your name on it in their Call Monitors. If you give them the View
and Edit permission level, they can answer your calls using that tab and perform all
call-handling commands on them. If you give them the View Only permission level, they can
see your calls but cannot answer them or perform any commands on them.
When you share calls with another user, your calls also appear in your own Call Monitor, but if
the other user accepts one of your shared calls, you cannot manage it or take it.
Note: Calls that you share with another user do not ring at the other user’s telephone. If you want
your calls to ring there, forward your calls to the user instead of sharing them. For more
information about call forwarding, see
Chapter 15.
You can use call sharing in the following ways:
Q A coworker can cover your calls when you step away from your desk.
Q Your assistant can screen all your calls and pick up routine calls while letting important
calls go through to you directly.
Example: A manager shares calls with an assistant so that the assistant can see the manager’s
calls. Based on the caller’s name or number, the assistant lets some calls go through, answers
other calls, and sends some calls directly to the manager’s voicemail. If another call arrives
while the manager is already on a call, the assistant can see with whom the manager is talking,
determine if the current call is too sensitive to be interrupted, and handle the call appropriately.
Note: Calls you receive from a call center queue can be seen only by fellow agents in your
queue, even if you are sharing your Call Monitor folder with other users.
For instructions on sharing your Call Monitor folder, see “Sharing folders” on page 8-24.
Viewing shared calls
When users share their Call Monitor folders with you, the following tabs appear in your Call
Monitor folder:
Q A <call owner name> tab for each user who has shared calls with you. This tab displays
only the calls for that user.
Q The All tab, which displays all calls including shared calls. The calls are organized by
call owner name.
See “Call Monitor folder tabs” on page 11-3 for information about how tabs are used in the Call
Monitor to display calls.