Call Monitor view

Use this view to see and act on your active calls. Each call appears as a line in the display.

Call Monitor categories

The drop-down list at the top of the view lets you see active calls by category. Click a tab to see your active calls in that category.

All	Shows all active calls (the contents of all options in drop-down combined into one view).
My Phone	Displays your current calls. It also displays any other calls that cause your phone to ring, such as calls forwarded to your extension (in this case, the called party who forwarded the call is identified in the Owner column).
<Queue name>	If you are an agent in a call center queue, this option appears labelled with the queue's name and displays all the current calls for the queue.
<Call owner’s name>	If another user has shared his or her Call Monitor with you, an option appears for that user and displays his or her current calls.
<Workgroup’s name>	If you belong to a workgroup, an option appears laballed with the workgroup's name and displays current calls for the workgroup.
Parked calls	Shows all parked calls in the system. Click Take Call for a call to retrieve it.

The following information can be displayed for each call. You can sort by the information in any column by clicking the column header.

Many of these columns are hidden by default. Click Columns to show them.

Icon

Shows if the call is an incoming or outgoing call.

Name

Name of the caller, if identified by TeleVantage. If the caller is unidentified, "Unknown" is displayed. TeleVantage can only identify users and contacts.

Status Icon

Shows the status of the call.

Status

Current status of the call:

Incoming	You have an incoming call.
Ringing	The other party's phone is ringing.
Offering	The call is being offered to you.
Active	You are currently connected to the caller.
Connecting	The call is in the process of connecting.
On Hold	You have put the caller on hold.
(On Hold)	The other party has put you on hold.
Parked on <n>	The caller is parked on orbit <n>.
Taking Message	The caller is being sent to voice mail.
Greeting	The caller is listening to a greeting.
Leaving Message	The caller is leaving a voice mail message.
Screening Message	You are listening to the caller's message while they leave it (the caller cannot hear you).

Number

For an incoming call, caller ID information. For an outgoing call, the number dialed.

Duration

Total length of time since the call entered TeleVantage. Includes wait duration and talk duration.

Wait Duration

Length of time that the call waited on hold before being answered.

Talk Duration

Length of time since the call was answered.

Owner

The person who placed or received the call.

Account Code

Any account code associated with the call.

DID

If available, your Direct Inward Dial (DID) number, displayed only for incoming calls that called you using your DID number, instead of your extension.

Custom Data

Any custom data associated with the call. Custom data can be collected by an IVR Plug-in or a call center queue, and might display information about the caller, such as a customer number.

Notes

Any notes associated with the call.

Orbit Number

The orbit on which a call has been parked.

Priority

For agents in a call center queue, the number of calls that will arrive before you receive one. A Priority of 1 indicates that you will receive the next call.

Start Time

The time the call started. For incoming calls, the time the call first arrived in the TeleVantage system.

Target Station

The station ID of the phone that the caller dialed.

Trunk Name

Telephone company trunk used for an incoming or outgoing call.

Trunk Number

TeleVantage trunk number of the trunk used for an incoming or outgoing call.

Organization

The Organization of the user who placed the call. Organizations are a means of differentiating calls from multiple companies or groups that share an office.

User

On incoming calls, the name of the user that the caller dialed.

The following actions can be performed on a call.

Click an action icon under a call to perform that action on that call.

	Take call. Answer a waiting call.
	Hold. Place the call on hold.
	Park. Park the call, placing it on hold so that it can be retrieved from any extension.
	Take message. Send the call to the voice mail.
	Screen message. Send the call to voice mail and listen to the message being left. You can choose Take Call partway through the message if you want.
	Transfer. Transfer the call.
	Conference. Add the call to an ongoing conference call.
	Record. Click the icons to start, pause, and stop recording the call.
	Mute. Mute the call so the caller cannot hear you.
	Supervise. Select Monitor, Coach, or Join from the drop-down list to perform that action on the call. Monitor. Lets you listen to the call without being heard by either the agent or the caller. Coach. Lets you listen to the call and be heard by the agwnt, but not the caller. Join. Lets you join the call as a full participant, heard by both parties.
	Disconnect. Disconnects the call without your needing to hang up the receiver. Useful for disconnecting one party from a conference call.
	Associate. Opens the Associate window, where you can associate the caller with a contact.
	Insert Audio. Lets you plays audio into the call. You can play any of your voice messages, call recordings, or greetings. Choose Play audio to select the audio to play into the call in the Play Audio into Call window. Choose Stop Audio to stop playing the audio.

The following options are available for the view as a whole:

	Click to open the Place Call To window to place a call
	Click to refresh the view.
Folders	Click to open the Folders window, in which you can click any view or folder to open it in ViewPoint Web Access.
Columns	Click to open the Columns window, in which you can choose to show or hide columns for the current view. Some views' columns are hidden by default.
Options	Click to open the Options window, in which you can set prerences for your TeleVantage account.
Help	Click for context-sensitive online Help on this view.
Log off	Click to log out of ViewPoint Web Access. If you are requiring password entry, logging out ensures that no one can use your browser's Back button to access your TeleVantage account. Once you log out, you must log in again with your password to return to ViewPoint Web Access. If you are using automatic login to skip password entry, there is no need to log out. Use of the Back button after logging out returns you to ViewPoint Web Access's Voice Messages view without requiring your password.
Personal Status	Drop-down list at the bottom of the screen. Displays your current personal status. Click to select a different personal status.
Call Forwarding	Click to open the Call Forwarding window, in which you can forward your calls or turn off call forwarding.