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I-3 INDEX
answering calls with, 4-2
commands for answering, A-1
turning off, 18-6
using with certain calls only, 18-6
call center
agent availability, B-2
agent workday procedures, B-2
determining if you are on call for a queue, B-2
ending your shift, B-3
ready, B-2
starting your shift, B-2
taking a break, B-3
taking breaks, B-2
unavailable, B-2
using Contact Manager Assistant, B-9
viewing pop-up information about a caller, B-9
wrap-up time, B-8
call forwarding. See forwarding calls
"Call From" prompt
overview, 4-2
turning off, 18-6
call history
in Call Log, 14-7
in Call Monitor, 11-17
Call Log folder
overview, 14-2
adding notes to calls in, 14-8
associating a call with a contact, 14-8
exporting, 8-33
filters for, 14-2
opening a contact record from, 14-9
playing call recordings from, 14-9
reporting on, 14-10
result codes for exported, 8-34
returning calls from, 14-8
viewing additional call details, 14-5
Call Monitor folder
overview, 11-2
adding as pane to other folders, 8-15
adding Phonebook pane to, 8-15
commands
answer, 11-7
associate with contact, 11-14
disconnect, 11-16
insert audio, 11-13
mute, 11-16, 12-13
park, 11-15
play caller’s name, 11-16
put on hold, 11-9
put on hold while ringing, 11-8
record call, 11-12
send incoming call to voice mail, 11-7
take call, 11-7
transfer, 11-10
transfer while ringing, 11-8
unpark, 11-15
conference calls in, 12-12
display options for All tab, 11-4
displaying on incoming calls, 18-17
displaying when placing calls, 10-5
double-clicking in, 11-7
opening automatically, 11-5
ownership of calls in, 11-6
panes in, 11-5
selecting calls in, 11-6
sharing, 8-24, 11-19
tabs
overview, 11-3
flashing for incoming calls, 18-17
for call center agents, B-7
showing and hiding, 11-4
call notification of voice mail, 13-12
call ownership, 11-6
call recordings, managing, 13-8
call rules
overview, 17-2
call handling options, 17-8
caller conditions for, 17-5
combining caller and schedule conditions, 17-5
creating, 17-4
enabling and disabling, 17-8
examples of, 17-3
how system resolves conflicts, 17-9
ignoring all, 17-10