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I-11
Q
Queue Monitor folder, B-8, C-3
Queue Statistics pane, C-8
queues
personal statuses for agents, 9-4
signing in and out, B-2
statistics by phone, C-16
supervising overview, C-2
tabs for in Extensions list, 10-3
viewing statistics for, C-3
voice mailbox for, C-20
quick tour, 8-8
R
ready, marking yourself in ACD workgroups, D-2
receiving and handling queue calls, B-6
record button, 8-27
recording calls
using the phone, 4-9
using ViewPoint, 11-12
recordings
how to make and play, 8-27
options after making, 5-6
redialing your last call, 3-5, 6-8, 12-10
remote phone use
overview, 6-2
list of features, 6-2
placing calls through the system, 6-7
redialing numbers, 6-8
ViewPoint logon options, 8-6
with ViewPoint, 6-9
without ViewPoint, 6-5
renaming ViewPoint items, 8-18
replying to voice mail
using the phone, 5-5
using ViewPoint, 13-5
reporting on Call Log, 14-10
reporting problems, I-1
reset times for queue statistics, C-12
returning your last call, 3-5, 12-10
Reverse Phone Number Lookup Add-in, 18-26
ringback, 4-7, 11-10, 18-9
ringer
changing pattern of, 18-11
customizing duration of ringing, 18-10
turning off with personal statuses, 9-8
ringing phone, answering another, 4-4
routing lists
overview, 15-7
actions, 15-10
active, 15-9
in call rules, 17-8
caller options while following, 15-8
creating, 15-10
final actions for, 15-12
greetings and final actions, 15-15
and hands-free answering, 4-5
mobile phone issues with, 15-8
personal status default, 15-9
prompting for password, 15-11
prompting to accept or decline, 15-11
routing calls to workgroups, 15-14
Standard, 15-8
when station is busy, 15-14
Routing Lists folder, 15-8
S
scheduling
call rules, 17-6
notifications of voice mail, 13-15
screening calls
with call announcing, 4-2
with ViewPoint, 11-7
screening voice mail
using the phone, 4-3
using ViewPoint, 11-7
screen-pops for calls, 1-3
SDNs, using, 4-12
Server, changing ViewPoint’s, 8-4