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B-6
Receiving and handling queue calls _________________________
You can receive and handle queue calls by using either the telephone commands or ViewPoint.
When the queue sends a call to you, your phone rings and the call appears in ViewPoint’s Call
Monitor folder. Queue calls ignore your routing list and only ring your “Where I Am” location
(your station or call forwarding number).
To answer a call, do either of the following:
Q Pick up the phone.
Q Click the incoming call in the Call Monitor and choose Actions > Take Call. If your
phone is on-hook, it rings to connect you to the call.
After you are connected to a queue call, you can use any Strata CS call-handling features such
as transfer, park, mute, and so forth.
Note: Your queue calls are not shared, even if you are sharing your Call Monitor folder.
Viewing your position in the queue
If you have permission to see ViewPoint’s Queue Monitor folder, you can use it to monitor your
position in the queue, and determine when you are likely to receive the next call. See
“Monitoring the position of agents in the queue” on page C-13.
Being monitored or coached by a supervisor
Call Center supervisors have the ability to supervise your queue calls on the following levels:
Q Monitoring. A supervisor may listen in on any of your calls without you or the caller
hearing. You will be unaware of the monitoring unless you have the permission
View
agents being monitored
. If you do, the monitor appears in the Call Monitor as an
indented line under the call.
Q Coaching. A supervisor may speak to you during a call without the caller hearing.
Coaching appears in the Call Monitor as a separate line under the call. If you are being
coached, try not to speak to the coach, as the caller will not be aware of the coach’s
presence on the line.
Q Joining. A supervisor may join your call, essentially creating a three-way conference
call in which all parties can hear each other. For more about conference calls, see
“Creating conference calls” on page 12-12.
By default, only queue calls are susceptible to being supervised. This includes inbound queue
calls and outbound calls that you have associated with a queue (“Placing calls from a queue” on
page B-8).