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APPENDIX D. WORKING AS AN AGENT IN AN ACD WORKGROUP D-3
Using the Call Monitor ____________________________________
To use the Call Monitor to handle ACD workgroup calls, agents log on to ViewPoint using their
own names and passwords. They can view incoming ACD workgroup calls by using the ACD
workgroup tab in their Call Monitor folders.
Call Monitor folder tabs work as follows:
Q My Phone. Displays non-ACD calls.
Q <ACD workgroup user name>. Displays ACD workgroup calls only.
Q All. Displays all calls together.
Important: For agents to see the ACD workgroup tab in their Call Monitor folders, you must
have shared the ACD workgroup user’s Call Monitor with them. See
“Sharing your Call Monitor
folder” on page 11-19.
Receiving a call __________________________________________
When a call to the ACD workgroup arrives, the phones in the workgroup ring according to the
method specified by the routing list. Calls continue to ring agents until they are answered or until
the caller chooses to leave a message or hang up.
Incoming calls appear in all participating agents’ Call Monitor folders immediately. Agents do
not have to wait for their phones to ring to take a call. As soon as an incoming call appears, they
can click it in the Call Monitor folder and choose
Actions > Take Call.
The status of a call in progress appears in agents’ Call Monitor folders as “Active.” Agents
cannot affect other agents’ active calls. However, they can perform any action on their own
calls, such as Hold, Transfer, Mute, and so forth.