Instruction/ maintenance manual of the product TeleVantage 7.5 Vertical Communications
Go to page of 378
U SING T ELE V ANT AGE T ELE V ANT AGE 7.5.
.
COPYRIGHT © 2006 Vertical Communicati ons, Inc. All rights reserved. This manua l and the software described in it are copyrighted with all ri ghts res erved.
3. Neither the name of the Politecnico di Torino, CACE Technolog ies nor the names of its contr ibut ors may be used to endorse or promote products derived from this software without specific prior written permission. Vertic al Communicat ions, Inc. One Memo rial Drive Cambridge , MA 0 2142 #97-6603B Edition 7.
C ONTENTS Getting Started Chapter 1. Introducing TeleVantage ............. .... .............. ..... ..... .... ... 1-1 About TeleVantage ............................................................................... 1-2 Accessing TeleVantage .......
U SING T ELE V ANTA GE Chapter 4. Answering and Handling Calls on the Phone .............. 4-1 About answering and handling calls on the phone ............................... 4-2 Using the F lash button on y our phone ........ ............... ........
C ONTENTS Managing your greetings .......... ............... .......... ................ .......... ...... 5-8 Available s pace for greeting s ........ .......... ................ .......... ............... . 5-8 Forwarding your calls using the phone .
U SING T ELE V ANTA GE Using V iewPoint Chapter 8. Using TeleVantage ViewPoint .......... ..... .............. .... ..... . 8-1 About TeleVantage ViewPoint ........... ................................................... 8-2 Using ViewPoint in Span ish, Ge rman, French Parisi an or French Canadian .
C ONTENTS Viewing publ ic folders..... .......... ............... .......... ................ .......... .... 8-23 Managing the Deleted folder ......... ............... ........... ............... ......... 8- 23 Sharing folders ......................
U SING T ELE V ANTA GE Selecting and acting on a call in the Call Monitor folder ..................... 11-6 Call owners hip ............... .......... .......... ............... .......... ................ ..... 11- 6 Double-cl icking call s .........
C ONTENTS Adding part ies to a c onferenc e ............... .......... ................ .......... .. 12-12 Conferenc ing multiple ac tive calls together . ........... ............... ....... 12-13 Muting individua l conference parties ....... .......
U SING T ELE V ANTA GE The Gree tings folder ...... ............... .......... ............... .......... .............. 13- 19 Greeting hier archy .... ............... .......... ............... .......... ................ ... 13-20 Recording a new greeti ng .
C ONTENTS Using greet ings with routi ng list f inal actions .......... ............... ....... 15-15 Chapter 16. Managing Contacts and Workgroups ........ ............... 16-1 About contact management and TeleVantage .................................
U SING T ELE V ANTA GE How TeleVa ntage re solves call rule setti ng conflicts ............ .......... 17-9 Ignoring all call rules ......................................................................... 17-10 Chapter 18 . Customizing ViewPoint ....
C ONTENTS Using the T eleVantage Instan t Messaging Add-in ........... ............ 18-28 Other customization options.............................................................. 18-29 Appendices Appendix A. Telephone Commands Quick Reference .......
U SING T ELE V ANTA GE Monitoring queue statistics .................................................................. C-3 Viewing queue s tatistics i n the Queue Monitor folder ................ ...... C-3 When statistic s are reset .... .......... ...
C ONTENTS SoftPhone requir ements ..... ............... .......... ................ .......... ........... F-3 Defining the TeleVantage SoftPhone as your external station............. F-3 Using the TeleVantage SoftPhone ...............................
.
Getting Started.
.
C HAPTER 1 C HAPTER 1 I NTRODUCING T ELE V ANT AGE C HAPTER C ONTENTS About TeleVantage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 Accessing TeleVantage . . . . . . . . . . . . . . . . . . . . . .
1-2 U SING T ELE V ANTA GE About T eleV ant age __________ _____________ ____________ _____ Vertical’s award-winn ing TeleVantage phone sy stem integrates your telephon e and computer to make your tele phone a muc h more p owerful t ool.
C HA PTER 1. I NTRODU CING T ELE V AN TAGE 1-3 Using the T eleV antage V iewPoint ap plication TeleVantage ViewPoint gives you access to all of TeleVantage’s featu res in an easy-to-use Windows interface.
1-4 U SING T ELE V ANTA GE Feature c omp arison t able _________ ______ _________ ______ ____ The following table shows the major features that are available in TeleVantage. If y our TeleVantage system does not include some of these features, your TeleVantag e system admi nistr ator might have ma de the m una vail able to you.
C HA PTER 1. I NTRODU CING T ELE V AN TAGE 1-5 T eleV a nt age d ocumen t ation __ _________ ______ _________ ______ TeleVantage provides d ocumentation in several easy-to-access online f ormats that provide the benefits of instant hypertext navigation.
1-6 U SING T ELE V ANTA GE * Adm inis t er ing T el eVantage and the T eleV ant age Cal l Cent er Admi nist rator’s Guide are co mbine d into a single H TML book called Adminis terin g T e le Vantage and Call Ce nter s . Accessing online do cumentation You can access TeleVantage’s online documentation in the following formats.
C HA PTER 1. I NTRODU CING T ELE V AN TAGE 1-7 To access the HTML books without ViewPoint or the Administrator, open the following files, located by default in C:Program FilesCommon FilesVerticalTeleVantage: Q AdministeringTV.c hm. Contains Admini ste r ing T eleV antage and th e T eleV antage Call Center Administra tor ’ s Guide .
.
C HAPTER 2 C HAPTER 2 R ECORDING Y OUR V OICE T ITLE AND V OICEM AIL G REETING C HAPTER C ONTENTS About creating your voic e title and voicemail greeting . . . . . . . . . . . . . . . . . . . . 2-2 Recording your voice title . . . . . . . . . . . . . .
2-2 U SING T ELE V ANTA GE About cr eating your v oice title and voicemail gree ting ________ __ This chapter ex plains how to cr eate your voice title, create you r voicemail greeting, and manage your g reetings using the p hone.
C HA PTER 2. R ECORDI NG Y OUR V OICE T ITLE AND V OICEMA IL G REETI NG 2-3 Recordin g your v oicemail greetin g __ ______ _________ ______ ___ Your voicemail greeting is a recording that callers hear when they reach your voicemail. For example, your voicemail gree ting might be similar to the following: “This is Miri Anatolia.
.
Using the Telephone.
.
C HAPTER 3 C HAPTER 3 P LACING C ALLS ON THE P HONE C HAPTER C ONTENTS About placing calls on the phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Dialing internal and ex ter nal numbers. . . . . . . . . . . . . . . . .
3-2 U SING T ELE V ANTA GE About plac ing calls on the pho ne ___________ _________________ You can pick up a TeleVantage phone and place a call in the same way that you place calls on other phones.
C HA PTER 3. P LA CING C ALLS ON THE P HONE 3-3 Dialing intern al and extern al number s ________ ______ _________ Internal calls are calls to other TeleVantage extensions.
3-4 U SING T ELE V ANTA GE If you hear one of the previous prompts, enter the account code followed by # . If you hear the double beep, you can press # to use the contact’s associated account code, or you can enter a different account code and press # .
C HA PTER 3. P LA CING C ALLS ON THE P HONE 3-5 Placing ca lls while you are alrea dy on a c all _________ ______ ___ You can put calls on hold and place a new call, pick up another call on hold, and end a call without losing other calls on hold. Putting your curr ent call on hold and placing a new call 1.
3-6 U SING T ELE V ANTA GE Disabling call wai ting for a call Disabling call waiting is useful if y ou are using your exten sion to send faxes or to connect to th e Internet. In both cases, a call waiting tone disrupts the data flow. To disable call waiting for a call, press *70 and dial the number.
C HA PTER 3. P LA CING C ALLS ON THE P HONE 3-7 Requirements for r eceiving a page or int ercom call In order to receive a page or intercom call, the receiving user must have the following: Q A prop erly-co nfigured ADSI digital or SIP phon e that supp orts the f eature.
.
C HAPTER 4 C HAPTER 4 A NSWERING AND H ANDLING C ALLS ON THE P HO NE C HAPTER C ONTENTS About answering and handling call s on the phone . . . . . . . . . . . . . . . . . . . . . . . 4-2 Answering TeleVantage calls . . . . . . . . . . . . . . . . . . .
4-2 U SING T ELE V ANTA GE About ans wering and handling c alls on the phone _____________ This chapter explain s how to answer calls at y our TeleVantage p hone, including putting calls on hold, transferring calls, sending calls to voicemail, and other actions.
C HA PTER 4. A NSWERING AND H AND LING C ALL S ON THE P HONE 4-3 Q Press 3 to se nd t he ca ll to v oi cem a il and monito r the mes sage being left. The call is sent to your v oicema il, and you can listen to the message as it is recorded and pick up the call at any time.
4-4 U SING T ELE V ANTA GE Multiple calls waiting Depending on how your system is set up, you may have one or more calls waiting before the next caller goes to voicemail. Normally you can have o ne call waiting, meaning that when you are on a call you can accept one other call with call waiting.
C HA PTER 4. A NSWERING AND H AND LING C ALL S ON THE P HONE 4-5 To disab le hands-free answ ering, press Flash to go to dial tone, then press *10 . You hear “Hands-free answ ering is off.” Note: You c an a lso cont rol hand s-free a nswer ing throug h View Point.
4-6 U SING T ELE V ANTA GE Unlike with hands-free answering (see the previous section), voice-first answering occurs only for internal callers. All external calls ring your phone as normal, including external callers transf erred to you by ot her users.
C HA PTER 4. A NSWERING AND H AND LING C ALL S ON THE P HONE 4-7 Call-handling commands When you press Fla sh to pu t a call on hold, yo u hear a me nu of call -handlin g commands (see the next table). The caller does not hear this verbal menu. The remainder of this chapter explains these call-handling co mmands in detail.
4-8 U SING T ELE V ANTA GE Tra nsferring a call You can transfer a call to another TeleV antage extension or an external phone numb er in one of the following ways: Q Blind transf er. Transfer a call without talking to the recipient. Q Supervised t ransfer .
C HA PTER 4. A NSWERING AND H AND LING C ALL S ON THE P HONE 4-9 About the transfer ring de lay When you transfer a call using the telephone comm ands and don’t hang up immediately, TeleVa ntag e provi des a brie f delay before ringi ng the rec ipie nt’s ph one.
4-10 U SING T ELE V AN TAGE Creating a conference call You can create a conference call in the following ways: Q By addi ng pa rties Q By connecting separate calls To create a conference call by addin g parties 1. Dial the first party and wait for an answer.
C HA PTER 4. A NSWERING AND H AND LING C ALL S ON THE P HONE 4-1 1 Unparking a call To retrieve a parked call: 1. Pick up any TeleVantage extension and dial *92 . 2. Enter the orbit number. You are co nnected to the parked call. Putting a call on silent hold Press Flas h 7 to pu t a caller on “silent hold.
4-12 U SING T ELE V AN TAGE With a digital feature phone you can do the following: Q Use line appearances to handle multiple calls simultaneously, and share lines b etw een phone s. Se e the next s ection. Q Use the phone’s flexible buttons if TeleVan tage features have been map ped to them.
C HA PTER 4. A NSWERING AND H AND LING C ALL S ON THE P HONE 4-13 Example: An administrative assistant has an SDN mapped to her boss’s phone. When a call to the boss comes in, it rings both the boss’s phone and the assistant’s SDN. The assistant ca n answer and screen the call and put it on h old.
.
C HAPTER 5 C HAPTER 5 M ANAGING V OICEMAIL AN D Y OUR A CCOUNT W ITH THE P HONE C HAPTER C ONTENTS About managing your account on the phone . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 About voicemail . . . . . . . . . . . . . . . . . . .
5-2 U SING T ELE V ANTA GE About ma naging you r account o n the phon e _______ ___________ When you log on to your account, you he ar the Voicemail / A ccount menu. From th is menu you can l isten to an d manage y our voicem ail, send n ew voice me ssages, an d customize your TeleVantage account in several ways.
C HA PTER 5. M ANAGING V OICEM AIL AND Y OUR A CCOUNT W ITH THE P HONE 5-3 Knowing when you ha ve new voice messages TeleVantage can aler t you in the fo llowing ways when you h ave new (unheard ) voice messages: Q Stut ter dial tone .
5-4 U SING T ELE V ANTA GE Listening to and ma naging yo ur vo icemail _______ _________ ____ To listen to your voice messages, log o n and press 1 . This pla ys the messa ges in yo ur Inbox folder, including any new (unhea rd) messages. To listen to voice messages in your Saved folder, log on and press 2 .
C HA PTER 5. M ANAGING V OICEM AIL AND Y OUR A CCOUNT W ITH THE P HONE 5-5 Deleting a nd undeleting messages To delete a message, press 3 during or after the message. You can undelete messages as long as you remain in the cur rent voice messages session.
5-6 U SING T ELE V ANTA GE Calling back a voi ce message When you call back a voice message, TeleVantage places a call to the extension or extern al phone number of the person who left you the message.
C HA PTER 5. M ANAGING V OICEM AIL AND Y OUR A CCOUNT W ITH THE P HONE 5-7 Afte r you rec ord a messag e, you can use the c ommands sh own in th e next ta ble. Note: If you mark a mess age as Pr ivate, the recip ient can not forwar d it and users w ho sha re the recipien t’s voi ce ma ilbox c ann ot play the m essage.
5-8 U SING T ELE V ANTA GE Managing your greet ings To ma nage your greetings u sing th e telephone commands , log on an d press 4 . TeleVantage plays each of your greetings, beginning with the active greeting. You can use the commands shown in the following table eith e r while yo u listen to a greeting or after a greeting has played.
C HA PTER 5. M ANAGING V OICEM AIL AND Y OUR A CCOUNT W ITH THE P HONE 5-9 Forwardi ng your calls using the p hone _________ ____________ _ You can use the telephone commands to forward your calls, so that your incoming calls ring another phone. You can forwa rd your calls to another extension or an external number.
5-10 U SING T ELE V AN TAGE Sending yo ur calls straight t o voice mail with Do Not Disturb _____ You can use send all your inco ming calls directly to voicemail without r inging your phone. To do so, select the personal status Do Not Disturb a s follows: 1.
C HAPTER 6 C HAPTER 6 U SING T EL E V ANT AGE W ITH A R EMOTE P HONE C HAPTER C ONTENTS About using TeleVantage with a remote phone . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 Tips for all remote phone use . . . . . . . . . . . . . . . . . .
6-2 U SING T ELE V ANTA GE About using T eleV ant age with a remot e phone ____________ _____ A remote phone is any phone that is not wired to a station port on the TeleVantage Server computer, including all IP phones as well as mobile phones, home phones, and legacy PBX phones.
C HA PTER 6. U SING T ELE V ANTA GE W ITH A R EMOT E P HONE 6-3 Feature Remote Number Extern al St atio n Internal Station Cell phone, home phone, legacy PBX st ation IP Phone, cell phone, home phone,.
6-4 U SING T ELE V ANTA GE Log on to ViewPoint S pecify remote number S pecify station number S pecify station number Check voicemail, change all Vi ewPoint settings Ye s Ye s Ye s Place calls Y es Y es Y es Receive calls Via call forwarding Y es Y es Manage calls (transfer , conference, record, etc.
C HA PTER 6. U SING T ELE V ANTA GE W ITH A R EMOT E P HONE 6-5 T ip s for all remote phone use _________________ _____________ The following sections apply to all remote phone use.
6-6 U SING T ELE V ANTA GE Logging on to T eleV antage from a remote number Logging on to Te leVantage connects you to the Voicemail / Account menu, from which you can check your voicemail, change or record new greetin gs, forward your calls, change your personal status, and more.
C HA PTER 6. U SING T ELE V ANTA GE W ITH A R EMOT E P HONE 6-7 Notes Q Usi ng View Point , you c an pa ssword- prot ect yo ur forw arded calls so th at you must ente r y our Tel eV antage pa sswor d to be co nnected to the call. Th is ensures th at onl y yo u receiv e you r forwar de d ca lls.
6-8 U SING T ELE V ANTA GE Using redial and o ther quick call commands when logged in After loggi ng on fr om a re mote ph one, you can use any quick -call telep hone co mman d begi nning with *, fo r exampl e *66 to redial a ca ll or *15 to place a page or intercom call.
C HA PTER 6. U SING T ELE V ANTA GE W ITH A R EMOT E P HONE 6-9 Using V iewPo int remotely with a p hone How y ou u se Vie wPoi nt wi th a r emot e ph one d epend s on wheth er yo ur re mote phone is defi ned as an externa l stati on. Q If your phone is not an external station, see the next section.
6-10 U SING T ELE V AN TAGE Imitating a stat ion at a remote number When you work from a remote number, you can have TeleVanta ge imitate a st a tion on calls routed to you, so you can use the ViewPoint Call Monitor and other station features.
C HA PTER 6. U SING T ELE V ANTA GE W ITH A R EMOT E P HONE 6-1 1 There are two types of external stations: Q An IP phone. IP phones configured as external stations behave like regular TeleVantage stations. You can place calls as if from you r desk phone (see “Placing TeleVantage calls with an IP phone external station” on page 6- 5 ).
6-12 U SING T ELE V AN TAGE Using V iewPo int with an external station ViewPoint treats external stations just like regular internal stations. You can use ViewPoint commands that re quire a phone, place an d answer calls, and handle calls in the Call Monitor using ViewPoint commands.
C HA PTER 6. U SING T ELE V ANTA GE W ITH A R EMOT E P HONE 6-13 Q Intel PBX-IP Media Gateway. Choose for stations connected to an Intel PBX-IP Media Gateway. Q Uniden IP Phone. Choose f or H.323-ba sed Uniden I P phones. Q TeleVantag e Softphone. Choose for the TeleVanta ge H.
6-14 U SING T ELE V AN TAGE Configuring a SIP phone If you have a SIP pho ne exter nal statio n, you can c onfigure i ts behavior and custom ize your S IP URI, as follows: 1. Choose Tools > Option s . The Options dia log box open s. 2. Click the Phone Station Features tab.
C HA PTER 6. U SING T ELE V ANTA GE W ITH A R EMOT E P HONE 6-15 6. Check Disconnect when idle to have TeleV antage han g up the t runk call immediately whenever a call on the SIP phone ends.
.
C HAPTER 7 C HAPTER 7 S HARING S T ATIONS C HAPTER C ONTENTS About sharing stations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2 Placing outbound calls from shared stations. . . . . . . . . . . . . . . .
7-2 U SING T ELE V ANTA GE About sha ring st ations _______ _____________________ ________ In Te leVantag e you can share your intern al or ext ernal sta tion (te lephone) w ith one or more other users, and still use your ind ividual settings su c h as personal status an d dialing permissions.
C HA PTER 7. S HARING S T ATIONS 7-3 Finding out who is currently logged in at a station To find out who is currently logged in at a station, pick up the station and d ia l *0 . Note: You can also see who is curre ntly lo gge d in by looki ng a t the statu s bar of th e TeleVan tage Vi ew Point.
.
Using ViewPoint.
.
C HAPTER 8 C HAPTER 8 U SING T EL E V ANT AGE V IEW P OINT C HAPTER C ONTENTS About TeleVantage ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2 Using ViewPoint from any web browser . . . . . . . . . . . . . . .
8-2 U SING T ELE V ANTA GE About T eleV ant age V iewPoint _________________ ______________ The TeleVantage V iewPoint application provides a central place to manage your calls, voicemail, contacts and TeleVantage account in an easy-to-use, graphical Windows interface.
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-3 Logging on to ViewPoint _______ ______ _________ ______ ______ To use ViewPoint, you must log on using a valid TeleVan tage user acco unt. Importan t: Each ViewP oint progr am must be lice ns ed. If you see a messag e stating t hat ViewPoi nt is not license d, you can not log o n.
8-4 U SING T ELE V ANTA GE Using V iewPo int with a dif ferent phone or Server By clicking Op tio ns in the View Point Logon d ialog box, yo u can c hang e the fol lowin g login settings: Q The ass ociated ph one. ViewPoint w orks best in conjuncti on with a pho ne, when you can use the Place C all commands, mak e recordings, and more.
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-5 If you forge t your o wn station ID, you can en ter 0 for th e Station ID , click OK , then in the next w indow s elect Use you r def au lt statio n .
8-6 U SING T ELE V ANTA GE 4. Under Number , make sure that the number is correct. The display bar sho ws the number as TeleVantage will dial it after applying dialing rules. 5. To have TeleVantage dial the number without applying dialing rules, uncheck Use coun tr y c ode and area co de di al ing ru le s .
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-7 If yo u choose this option, y ou can also select Forward my c alls to this station / number to receiv e calls to your own extension here. For more informatio n about call forwarding, see “Forwar ding calls” on pag e 15-3 .
8-8 U SING T ELE V ANTA GE About the W elcome W izard If you are a new user, the Welcome Wizard starts automatically when you log on to TeleVantage ViewPoint. The Welcome Wizard helps you to quickly configure your TeleVantage account, including your voice title, voice mail greeting, and phone numbers.
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-9 Element s of the ViewPoint window ________ _________ _______ ________ _________ ViewPoint window contains the following elements: Q The m enu bar Q.
8-10 U SING T ELE V AN TAGE The navigation pan e The naviga tion pane , o n the left side of the ViewPo int window, gives you point-and-click access to ViewPoint’s folders. Click a folder in the navigation pa ne to open that folder in the ViewPoint main w indow .
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-1 1 Using the n avigation bar Click an entry in the navigation bar to go to that folder and gain access to other related folders in the Favorite Folders list. The entries in the navigation bar are: Q Call Monitor.
8-12 U SING T ELE V AN TAGE The status bar The sta tus ba r is located at the bottom of ViewPoint window. The status bar gives you quick access to the following information: Q Last c aller. Lists the name (if available) and Caller ID of your last incoming call.
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-13 Locking V ie wPoint window elements You can lock the layout of your ViewPoint so that you don’t accidentally resize or close panes. With th e ViewPoint layo ut locked, you cannot drag bo rders to resiz e panes, and pa nes no longer have a clickable X in the corner with which to close them.
8-14 U SING T ELE V AN TAGE Wor king in multiple fold ers You can have severa l folders open at once b y opening each folder in its ow n window. To open a folder in its own window, right-click a folder button in the Favorite Folders list and choose Open in New Window on the sh ortcut menu .
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-15 Adding the Calls Pane to any open folder The Calls Pane contains the same information that appears in the Call Monitor. You can display the Calls Pane in any ViewPoint folder and see and act on your incoming calls.
8-16 U SING T ELE V AN TAGE Locking the curren t folder in place You can lock ViewPoint to the folder that is currently displayed, so that it cannot b e switched to another fo lder. To do so, choose V iew > P revent Switching Folders . Choose the same command to enable folder switching again.
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-17 Crea ting ite ms You can create all types of TeleVantage items, such as greetings and call rules, in any folder. You can create a completely new item, or you can copy an existing item and enter only the information that is new for that item.
8-18 U SING T ELE V AN TAGE call rule, the item is perm an ently and i rret rie vably remo ved from y our comp ut er . Yo u cannot rec over it after you delete it.
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-19 Drag ging and dr opping it ems You can drag and drop one item onto another item to perform actions such as making a call, transferring a call, and adding a call to a conference. You can also move an item to a folde r.
8-20 U SING T ELE V AN TAGE Contact Call Conferences the contac t’s default number with the call Opens the Conference dialog box Empty Call Monitor Plac es a call to the default phone number Opens t.
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-21 Dragging and dropp ing voice messages to other applications You can drag-and-drop a voice message from ViewPoint into another Windows application that supports file-dropping, for example, the message window of Microsoft Outlook.
8-22 U SING T ELE V AN TAGE Private and public folders ViewPoint displays the following types of folders in the Folder List section of the Navigation pane: Q Private fol ders. Folders that you create and that appear in your ViewPoint only, unless you share them with other users.
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-23 V iewing pub lic folders Public folders contain items that all TeleVantage users can view and u se. For examp le, any user can view a public contact’s information or place a call to that contact.
8-24 U SING T ELE V AN TAGE Sharing fold ers___ ______ _________ ______ _________ _________ _ You can share folders, and any folders within them, with other Tele Vantage users that you specify: Q The .
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-25 4. Click Add . The selected users are moved to the Shar e wit h thes e user s list. 5. To change the access level for a user, select the user in the Shar e with th ese use rs list, and then select one of the following from the P ermission drop down lis t: Q View only.
8-26 U SING T ELE V AN TAGE Using th e audio co ntrols ____ ______ _________ ______ _________ _ TeleVantage’s audio controls make it easy to create rec ordings and listen to recordings and voice messages. These audio controls appear throughout ViewPoint in dialog boxes in which you can create recordings and listen to voice messages.
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-27 Importi ng and expo rting vo ice file s To import or export a voice file, use the buttons on the recording control: Importing and exporting T eleV ant age items _______ _________ ___ You can import conta cts into TeleVantage fr om a .
8-28 U SING T ELE V AN TAGE To import contact s from a .CSV file 1. Choose File > Import and Export . The Import and Export W izard opens. 2. Select Import Contacts , and th en click Next . 3. In F ile to Import , click Browse and select the .CSV file that you want to import.
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-29 contacts can be identified when they call. For more information, see “Teach ing TeleVantage to recognize your contacts” on page 16-7 . 7. If you are importing a .CSV file that was created by TeleVantage, go to step 10 .
8-30 U SING T ELE V AN TAGE Note: When text is import ed from a .CSV file, a com ma in the text breaks the t ext betwe en fields unless th e text is within qu otation marks. To export contacts to a .CSV file 1. Choose File > Import and Export . The Import and Export W izard opens.
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-31 Exportin g the Extens ions list You can export the Extensions list to a .CSV file for use in other applications. 1. Click File > I mp ort and Export . The Import and Export Wizard opens. 2. Under Choos e an action to perf orm , select Export Exten sions and clic k Next .
8-32 U SING T ELE V AN TAGE Export ing th e Call Log You can export your Call Log to a .CSV file that can be read and analyzed in a spreadsheet program such as Microsoft Excel. 1. Choose File > Import and Export . The Import and Export W izard opens.
C HA PTER 8. U SING T ELE V ANTA GE V IEW P OINT 8-33 Result codes when exporting the Call Log When the Call Log is exported, the Result field appears as a code.
.
C HAPTER 9 C HAPTER 9 U SING P ERSONAL S TA T U S E S C HAPTER C ONTENTS About personal statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2 Using predefined personal statuses . . . . . . . . . . . . . . .
9-2 U SING T ELE V ANTA GE About pe rsonal st atus es ____________ ______________ _________ Your personal status lets your colleagues know where you are and what you are doing. It also specifies how your calls are handled under specific circumstances.
C HA PTER 9. U SING P ER SON AL S TA TU S E S 9-3 The Personal S tatus bu tton in the status bar The status bar contains a button that shows your current personal status.
9-4 U SING T ELE V ANTA GE Predefined person al st atuses (fo r call center queue ag ent s) In addition to the predefined personal statuses shown in the previous table, the predefined personal statuses shown in the followin g table are available to agents in a call center queue.
C HA PTER 9. U SING P ER SON AL S TA TU S E S 9-5 Notes fo r call cente r agents: Q You can make yourself available by selecting either Available or Available (Queue Only). Q You ca n make yourself unavaila ble by sele cting an y status o ther th an Availab le, Available (Queue Only), or On Break.
9-6 U SING T ELE V ANTA GE Selecti ng a person al st atus on the phon e You can select a personal status on the phone in the following ways: Q Log on a nd press 6 1 . See “S ele cting a perso nal sta tus on the phon e” on pag e 5-10 . You can se lect t he Ava ila ble pe rsonal sta tus qui ckly by pick ing up the ph one an d pre ssing *50 .
C HA PTER 9. U SING P ER SON AL S TA TU S E S 9-7 Custom personal statuses are identified in th e Extensions list by . To create a custom personal st atus 1. Choose File > New > Personal Status . The Personal Status dialog box opens. 2. Enter a name fo r the perso nal status.
9-8 U SING T ELE V ANTA GE Q Another location . Any othe r phone. Click . The Call Me at Another Location dialog box opens, where you can specify the number.
C HA PTER 9. U SING P ER SON AL S TA TU S E S 9-9 select the Out of the Office per sonal status, the dialog box opens and y ou can specify a different call forwardin g location.
9-10 U SING T ELE V AN TAGE Changing your acti ve settings You can change your active settings in the following ways: Q Change each active setting individually by going to the appropriate folder o r dialog box.
C HA PTER 9. U SING P ER SON AL S TA TU S E S 9-1 1 To change your active sett ings in the Active Settings dialog b ox 1. Choose T ools > Active Setti ngs . The Active Settings dialog box opens. 2. Chan ge any o f the follow ing: Q To chang e your current perso nal stat us, sel ect a per sona l status in the dr opdow n list.
9-12 U SING T ELE V AN TAGE Active settings h ierarchy Several diffe rent TeleVantage fe atures allow you to specify an active setting. For ex ample, you can specify a routing list in the Routing Lists fold er, in a call rule, and in a personal status.
C HA PTER 9. U SING P ER SON AL S TA TU S E S 9-13 Using the Wher e I Am defau lt Where I Am specifies the phone that rings when you receive a call. The Where I Am default is your station, unless you are forward ing your calls. In that case, it is your ca ll forwarding number.
9-14 U SING T ELE V AN TAGE Changi ng the pe rsonal status of an other user _ ______ _________ _ You can change the personal status of another TeleVantage user if you have permission and know that user’s password. This featu re is useful when use rs want to change their persona l status but do not want to log on to TeleVantage themselves.
C HAPTER 10 C HAPTER 10 U SING THE E XTENSIONS L IST C HAPTER C ONTENTS Viewing TeleVantage extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2 Placing calls to an extension . . . . . . . . . . . . . . . . . . . . . .
10-2 U SING T ELE V AN TAGE Viewing T eleV ant age ex tensio ns ___ ______ _________ ______ ____ You can see all TeleVantag e extensions, along with information ab out the current status of each extension, in the Extensio ns list.
C HA PTER 10 . U SING THE E XTENSIONS L IST 10-3 Extensions folder t abs The Extensions folder contains tabs that display related groups of extensions. Click each tab to view its contents. Q All tab. This tab disp la ys all TeleVantage extensions. Your system may b e configured to not show this tab .
10-4 U SING T ELE V AN TAGE Personal St at us Name Name of the user ’s current personal status. For call center queues, this colu mn displays the queue’s curr ent status. Queue st atuses are: Open. The queue is distributing to its call s to available agent s as normal.
C HA PTER 10 . U SING THE E XTENSIONS L IST 10-5 Placing ca lls to an ext ension _ _________ ______ _________ ______ To place a call to an extension, double-click the extension . If your phone is on hook, it rings to connect you to the call being placed.
10-6 U SING T ELE V AN TAGE Using instant mess aging To initiate instant messaging with a user, right-click the user’s name in the Extensions list and choose Send an ins tant me ssage . To send , type your message in the bottom pane, then click Sen d .
C HAPTER 11 C HAPTER 11 R ECEIVI NG AND H ANDLING C ALLS IN V IEW P OINT Using the Call Monitor folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-2 Displaying the Call Monitor folder automatically . . . . . . . . .
11 - 2 U SING T ELE V ANTA GE Using the Call Monitor folder ______ _________ ______ _________ _ In the TeleVantage ViewPoint, the Call Monitor folder is the visual counterpart to your telephone. The Call M onitor lets you see all your incoming calls an d any outgoing calls at once, often with the callers identified by name.
C HA PTER 1 1. R ECEIVING AN D H ANDLING C ALLS IN V IEW P OINT 11 - 3 To sort the Ca ll Monitor automatically 1. Choose Tools > Options . The Options dialog bo x opens. 2. Choose the ViewPoint Call Monitor tab. 3. Check Activel y so rted . 4. Click OK .
11 - 4 U SING T ELE V ANTA GE Showing, hiding , and r eorderin g Call Monit or t a bs To show or hide individual Call Monitor tabs, as well as choose their order, do the following: 1. Choose View > Current View > Show Tabs . 2. Select a tab name and click Add or Remove to sho w or hide it.
C HA PTER 1 1. R ECEIVING AN D H ANDLING C ALLS IN V IEW P OINT 11 - 5 To change the All tab display f ormat 1. Choose Tools > Options . Th e Options dialog box appears. 2. Click the ViewPoint Call Monitor tab. 3. Check or uncheck Grouped by owner on All tab .
11 - 6 U SING T ELE V ANTA GE To display the Call Monit or folder automatically 1. Choose Tools > Option s . The Options dia log box open s. 2. Click the ViewPoint Call Monitor tab.
C HA PTER 1 1. R ECEIVING AN D H ANDLING C ALLS IN V IEW P OINT 11 - 7 Double-clicking ca lls Double-clicking in the Call Monitor folder has the following effects: Q Double-clicking an active call puts it on hold. Q Double-clicking any other type of call takes the call (connects you to the caller).
11 - 8 U SING T ELE V ANTA GE 3. Pick up your phone and listen to the message as it is being left. This is a one-way connection. The caller cannot hear y ou. 4. To interrupt the message and take the call, choose Actions > T ake Call . You are connected to the caller.
C HA PTER 1 1. R ECEIVING AN D H ANDLING C ALLS IN V IEW P OINT 11 - 9 Comman ds while yo u’re on a c all ______ _________ ______ ______ Once you are on an active call, you can perform actions on th.
11 - 1 0 U SI NG T ELE V ANTA GE Notes Q Use Acti ons > H old instead of the Ho ld button o n your phon e. Wh en on hold , callers hea r music (if y our sys tem has mu sic on hold) , but they he ar only sil en ce i f you u se your phone’s H old bu tton.
C HA PTER 1 1. R ECEIVING AN D H ANDLING C ALLS IN V IEW P OINT 11 - 11 Blind, supervised , and direct-to-vo icemail tran sfers You can transfer a call in one of the following ways: Q Blind transf er, sometimes called an unattended transfer. Yo u transfer the call without first speaking to the recipient.
11 - 1 2 U SI NG T ELE V ANTA GE Q Complete. The transfer is completed and the call disappears from your Call Monitor. You can also complete the transfer by hanging up the phone. Q Conferen ce. The ca ller, the recipient, an d you are all connected in a conference call.
C HA PTER 1 1. R ECEIVING AN D H ANDLING C ALLS IN V IEW P OINT 11 - 1 3 To play a call you just recorded 1. Go to your Voicemail Inbox folder, or open another mailbox if your system is set up differently. 2. Select the recording. 3. Choose Actions > Play .
11 - 1 4 U SI NG T ELE V ANTA GE To play audio into a call from the Call Monitor 1. Select the ca ll and choose Actions > Insert Audio > Play Audio into Call . The Play Audio Into Cal l dialog b ox opens. 2. Select the recorded audio to play. You can choose any of your greetings or voice messages, or click Import to se lec t a .
C HA PTER 1 1. R ECEIVING AN D H ANDLING C ALLS IN V IEW P OINT 11 - 1 5 Parking a call Parking a call puts a call o n hold and lets any TeleVant age user retrieve it from an y TeleVantage teleph one or Vi ewPoint pro gram in y our offi ce. To park a call 1.
11 - 1 6 U SI NG T ELE V ANTA GE Muting a call With TeleVantage you can mute a call even if your phone does not have a mute button. When muted, you can hear the caller, but the caller cannot hear you. To mute a call, choose Actions > Mu te . Choo se Actions > Mute again to turn muting off.
C HA PTER 1 1. R ECEIVING AN D H ANDLING C ALLS IN V IEW P OINT 11 - 1 7 You can also enter a (num eric-only) account code using th e telephone comm ands. See “Entering an account code for a call” on page 4-11. In addition, you can enter an account code from the Call Log after the call is complete.
11 - 1 8 U SI NG T ELE V ANTA GE Incoming call indicat ors _ _________ ______ _________ ______ ____ When you receive a call, the “ringing bell” button appears in the system tray on your Windows taskbar (see the next figure). Hold the mouse pointer over the button to see who is calling by phone number and n ame, if available.
C HA PTER 1 1. R ECEIVING AN D H ANDLING C ALLS IN V IEW P OINT 11 - 1 9 Sharing y our Call Mon itor folder _ _________ _________ ______ ___ You can share your Call Monitor folder with other TeleV antage users. Those users see your calls when they click on a tab with your name on it in their Call Monitors.
.
C HAPTER 12 C HAPTER 12 P P LACING C ALLS IN V IEW P OINT C HAPTER C ONTENTS Placing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-2 Using dialing services . . . . . . . . . . . . . . .
12-2 U SING T ELE V AN TAGE Placing a c all _____________ ______ _________ ______ _________ _ TeleVantage provides the following ways for you to place calls from ViewPoint: Q Placing calls using the D.
C HA PTER 12 . P LACING C AL LS IN V IEW P OINT 12-3 2. To specify an account code for the call, ad d a vertical b ar character (| ) after the numbe r, followed by the account code. 3. Press ENTER to place the call. You can also drag-and-drop items into the Dial bar, including a text phone number from another application.
12-4 U SING T ELE V AN TAGE To create a new c ontact, click to open a new Contact dialog box. To edit the currently selected contact, press ALT and click . See “Entering a new contact” on pag e 16-4 fo r more i nform ation . Q Click Extensions and select an extension in the list.
C HA PTER 12 . P LACING C AL LS IN V IEW P OINT 12-5 4. If the Call Using field is p resent, select the dialing service to use wh en placing calls to this number.
12-6 U SING T ELE V AN TAGE Quick-dialing fro m V iewPoint fol ders In certain ViewPoint folders you can quickly place calls by either ri ght-clicking an item or selecting it and u sing the Ac tions menu. You can choose the following commands: Q Spee d Dial .
C HA PTER 12 . P LACING C AL LS IN V IEW P OINT 12-7 Camping on a busy u ser ’s extension If you want to speak to another user as soon as they are off the pho ne, you can have ViewPoint camp on their busy extensio n (as shown in the Extensions list).
12-8 U SING T ELE V AN TAGE Using d ialing service s ______ ______ _________ ______ _________ _ Dialing services let you place external calls using different phone lines or telecommunication services.
C HA PTER 12 . P LACING C AL LS IN V IEW P OINT 12-9 Entering an IP a ddress If you selected an H.323 or SIP Internet dialing service in the Call Using field, use the Address field to enter one of the following: Q For an H.323 Internet address, enter the IP address of the remote H.
12-10 U SING T ELE V AN TAGE 3. Select Use country co de and area co de dialing rules if you want TeleVantage to apply dialing rules that determine if a number is a local o r long-distance call. Clear it to have TeleVantage dial the numb er exactly as entered, as if you had dialed it on the phone .
C HA PTER 12 . P LACING C AL LS IN V IEW P OINT 12- 1 1 To create a speed dial shortcut 1. Choose Tools > Speed Dial Shortcuts . T he Sp eed Dia l Sh ortc uts dia log box op ens. 2. Enter or select a number for th e shortcut to dial. For in structions using this dialog box, see “Using the Place Call To dialog box” on page 12 -3 .
12-12 U SING T ELE V AN TAGE Creatin g conf erence calls ___ ______ _________ ______ _________ _ TeleVantage lets you easily conferen ce multiple calls together. Th e Call Monitor folder treats a conference call as a single call. You can put a conference on hold o r park it exactly as you would a single call.
C HA PTER 12 . P LACING C AL LS IN V IEW P OINT 12- 13 5. Determine whether you want to add the new party to the conferen ce. Then click one of the fo llowing: Q Complete. The new party joins the conference call. Q Cancel. The new party’s call is disconnected, and you return to the conferen ce call.
12-14 U SING T ELE V AN TAGE Tra nsferring a conference call You can transfer a conference call, but not to the following destinations: Q An auto attendant Q Directly to a voice mailbox Q A call center queue Q An IV R Plug -in You also cannot transfer individual parties out of a conference.
C HA PTER 12 . P LACING C AL LS IN V IEW P OINT 12- 15 To supervise another user’s call using ViewPoint 1. Select one of the following: Q A call in the Call Mon itor, if the other user has shared his or her Call Monito r with you. Q A user in the Extensions list who is currently on a call.
.
C HAPTER 13 C HAPTER 13 M ANAGING V OICE M ESSAGE S IN V IEW P OINT C HAPTER C ONTENTS About managing voic e messages in ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . 13-2 Listening to your voice messages and call recordings . . . . . . . .
13-2 U SING T ELE V AN TAGE About ma naging voice mes sages in V iewPoint ________ ________ You can manage your voice messages and call recordings in the TeleVan tage ViewPoint in th e same way t hat yo u m anage e -mail mess ages in yo ur e- mail prog ram.
C HA PTER 13 . M ANAGING V OICE M ESSAGES IN V IE W P OINT 13-3 The Voicemail folder contains three pr edefined folders: Q The Inbox folder. New voice messages appear here. After you listen to them, they remain here unless you move or delete them. Q The Save d fo lder.
13-4 U SING T ELE V AN TAGE Listening to your voice mes sages an d call record ings ___ _______ To listen to a voice message or call recording, double-click it in any Voicemail folder. For instructions on using the audio controls, see “Using the audio controls” on page 8-26.
C HA PTER 13 . M ANAGING V OICE M ESSAGES IN V IE W P OINT 13-5 You can also attach a recording of your own at the beginning of the forwarded message . For example, “Bob, this is Jim. I r eceived this message an d thought you would want to hear it.” Your recording precede s the forwarded message.
13-6 U SING T ELE V AN TAGE Calling back the p erson who left a voice message You can call back the person who left you a voice message by using the TeleVantage Place Call or th e Speed Dial command. P lace C a ll lets you choose the number to call if several numbers are available.
C HA PTER 13 . M ANAGING V OICE M ESSAGES IN V IE W P OINT 13-7 Deleting voice messa ges By default, messages in the Deleted folder that are older than three days are permanently removed from TeleVantage. For info rmation about how to change the default, see “To empty the Deleted folder automatically” on page 8-23.
13-8 U SING T ELE V AN TAGE Marking a voice mess age Urgent or Private You can mark a voice message Urgent, Private, or both. Private messages canno t be forwarded, and users who share your mailbox cannot play them, reply to them, or call back the sender.
C HA PTER 13 . M ANAGING V OICE M ESSAGES IN V IE W P OINT 13-9 Sharing y our voice mess ages ______ _________ ______ _________ You ca n share you r voice m essage fold ers wit h other Tel eVantag e users, in cluding you r Inbox folder, your Delete d folder, and your Saved folder.
13-10 U SING T ELE V AN TAGE Sending a message d irectly to a u ser ’ s voic email _ ______ _______ You can record a message and send it directly to the voic email of one or more TeleVantage user s. 1. Choose File > New > Voice Mess age . The New Message window opens.
C HA PTER 13 . M ANAGING V OICE M ESSAGES IN V IE W P OINT 13-1 1 Knowing when yo u have new me ssage s ______ _________ ______ New voice messages appear in the Inbox folder soon after they are left.
13-12 U SING T ELE V AN TAGE S tutter dial tone A dial tone that begins with a stutter indicates that y ou have unheard voice messages. To enable or disable stut ter dial tone 1. Choose Tools > Option s . The Options dia log box open s. 2. Click the Phone Station Features tab.
C HA PTER 13 . M ANAGING V OICE M ESSAGES IN V IE W P OINT 13-13 3. Select one of the following notification options on the dropdown list: Q Do not send e-m ail notificat ions. You do not receive e-ma il notification of new voice messages. Q Send e-m ail for all m essage s.
13-14 U SING T ELE V AN TAGE 4. In the Page u sing field, select the dialing service that you wan t TeleVantage to use to dial your page r. For mor e inform ation abou t dialing service s, see “Usi ng dialing servic es” on page 12-8 .
C HA PTER 13 . M ANAGING V OICE M ESSAGES IN V IE W P OINT 13-15 4. Click in the Num ber field to open the Notify Me via Call di alog box. 5. From the Call Using dropdown list, select the access code and dialing service to use when placing notification calls.
13-16 U SING T ELE V AN TAGE Each s chedule e ntry can be enabled or disabled, which giv es your noti fication sc hedule adaptability and flexibility. For example, if you do not want to be paged during the current holiday, you can disable the schedule entry for “on holidays.
C HA PTER 13 . M ANAGING V OICE M ESSAGES IN V IE W P OINT 13-17 the sa les depar tment an d anothe r for su pport. In the Busine ss Hour s dialog bo x under Name , selec t the business ho urs during w hich you want t o schedule notif ications , and then click OK .
13-18 U SING T ELE V AN TAGE On the H olidays ta b of the C ustom Hours d ialog box, click Add to specify individual calendar dates. When your custom hours are finished, click OK .
C HA PTER 13 . M ANAGING V OICE M ESSAGES IN V IE W P OINT 13-19 Gree tings and p ersonal status Your greeting settings may be o verridden if you apply a personal status with differen t greeting preferences, or if you change your active settings directly.
13-20 U SING T ELE V AN TAGE The pe rsonal st a tus d efault gree ting The p ersonal st atus defa ult greeti ng is the greeting that is use d whene ver you se lect a per sonal status whose Greeting property is set to Default . For more information, see “Personal status defaul ts” o n page 9-12.
C HA PTER 13 . M ANAGING V OICE M ESSAGES IN V IE W P OINT 13-21 Playing a greeting into a call To play a greeting into a call, select the greeting in the Greetings folder and choose Actions > Play into call . Yo u can select either Current call or Other call , in which case you can choose whic h of yo ur cal ls hea rs the g reeti ng.
.
C HAPTER 14 C HAPTER 14 U SING THE C ALL L OG F OLDER C HAPTER C ONTENTS The Call Log folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-2 Viewing a call’s history . . . . . . . . . . . . . . . . . .
14-2 U SING T ELE V AN TAGE The Cal l Log folder _____ _________ _________ ________ _________ The Call Log folder contains a record of all incoming and outgoing phone calls associated with your extension.
C HA PTER 14 . U SING THE C ALL L OG F OLDER 14-3 Colu mn Descript ion Indicates incoming or outgoing c alls, respectively . Called Directi on in the Show Columns dialog box. Account Code Account code associated with the call , if any . Answered By Name of the user who answered an incoming c all.
14-4 U SING T ELE V AN TAGE Notes Any notes associated with the call. Number On incoming calls, Call er ID name and number if available. On outgoing c alls, the number the user dialed. On a call to or from another T eleV antage user , this field contai ns <NA>.
C HA PTER 14 . U SING THE C ALL L OG F OLDER 14-5 V iewing cal l details You can vie w more inform ation about your calls by double-click ing a call in the Call Lo g folder. The Cal l Det ails d ial og box op ens. The Call Details dialog box displays a separate line for each party in the call.
14-6 U SING T ELE V AN TAGE Note: The Cal l Detai l s dialo g box shows cu rrent i n format ion abou t the pa r t ies in t he call, w hi le the Call Log folder shows the infor m ation as it w as at th e t ime of the cal l .
C HA PTER 14 . U SING THE C ALL L OG F OLDER 14-7 Searching for Call Log entries To search for one or more Call Log entries, do the following: 1. Click Tools > Find from any view, and click the Call Log tab. 2. Check each field that you want to search by, and enter the search term.
14-8 U SING T ELE V AN TAGE Viewing a call’ s history ___________ _________ ______ _________ _ By clicking His tor y in the bottom pane and then selecting a call, y ou can view the call’s entire history through the TeleVantage system. You can see how the call was routed to you, and where it may have been in the system before coming to you.
C HA PTER 14 . U SING THE C ALL L OG F OLDER 14-9 contact’s phone numbers. You can also choose to call by using the Caller ID number of the call. Q Speed Dial. This command places a call immediately to a user’s extension, a contact’s default number, or an unkno wn caller’s Caller ID number.
14-10 U SING T ELE V AN TAGE Note: The No tes pane co ntains a cal l recording not e if the call was r ecorded au tomatical ly by a call cent er queu e. To play a call recording Select the call, then choose one of the following commands: Q Actions > Open User Recording.
Advanced TeleVantage Features.
.
C HAPTER 15 C HAPTER 15 C ALL F ORWARDING AND R OUTING L IS T S C HAPTER C ONTENTS About call forwarding and routing lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-2 Forwarding calls . . . . . . . . . . . . . . . . . . . . . . .
15-2 U SING T ELE V AN TAGE About c all forwardi ng and routing l ist s _________ ______________ TeleVantage provides two ways of receiving your calls at a phone other than your own, ensuring that you do not miss impor tant calls when yo u are away f rom your desk: Q Call forwarding.
C HA PTER 15 . C ALL F ORWARDING AND R OUTING L IS TS 15-3 Forwardin g calls _____ _________ ______ _________ ______ ______ Call forwarding causes your calls to ring at another phone, either another extension or an exter nal number. Ca ll forwardi ng is useful when you are working a way from your des k or your office for a pe riod of time.
15-4 U SING T ELE V AN TAGE 3. Enter or select the number to dial in one of the following ways: Q Enter the number to which calls are forward ed in the Name/Number or Name/E xtensio n field. You can also type the name of a contact or user. Q Click Extensions and select an extension on the list.
C HA PTER 15 . C ALL F ORWARDING AND R OUTING L IS TS 15-5 step), you should enter at least 30 seconds. If you enter less time, the call might be sent t o your vo icemail b efore you finish l istening and res ponding t o the prom pts. Q Prompt re ci pient for pas sword.
15-6 U SING T ELE V AN TAGE Receiving forwarded ACD workgroup calls If you receiv e calls as part of an ACD workgroup, and you have forwarded th ose calls to another number, the ACD workgroup user’s settings override your call f orwarding settings.
C HA PTER 15 . C ALL F ORWARDING AND R OUTING L IS TS 15-7 Using ro uting lists _ _________ ______ ______ _________ ______ ___ A routing list is a series of phone numbers that TeleVantage dials when calls for you arrive. If you do not answer at one location, TeleVantage proceeds to the next.
15-8 U SING T ELE V AN TAGE Caller options w hile following a routing list When a routing list moves to the next action, TeleVantage can alert the caller and offer the following choices: Q Press 1 or stay on the line to try the next number. Q Press 2 to leave a voice message.
C HA PTER 15 . C ALL F ORWARDING AND R OUTING L IS TS 15-9 You cannot edit the Standard routing list. To have calls follow a d ifferent route, you must create a new routing list and make it the active routing list. The ac tive routi ng list The active routing list is the routing list that all incoming calls follow.
15-10 U SING T ELE V AN TAGE Creating a new routing list 1. Choose File > New > Routing List . The Ro utin g List d ialog box ope ns. Un der Actions , the action s of your routing list appear in the order that they w ill be completed. Each action is a phone number at which TeleVantage will try to reach you.
C HA PTER 15 . C ALL F ORWARDING AND R OUTING L IS TS 15-1 1 page 15 -2 ). Specify the length of time the phone should ring in the Ring duration field. Q Cal l me a t anot her locati on. This action directs calls to an extension or an extern al number tha t you specify.
15-12 U SING T ELE V AN TAGE You can select one of your g reetings or System menu to try the ne xt location , which offers the caller options (see “Caller options while following a routing list” on page 15 -8 ). You can also click to create a new greeting.
C HA PTER 15 . C ALL F ORWARDING AND R OUTING L IS TS 15-1 3 9. Check Active routing list for this extension if you want to make this routing list your active routing list. 10. Check Def a ult pe rsona l status rout i n g list to make this routing list the default routin g lis t for yo ur perso nal s tatuse s.
15-14 U SING T ELE V AN TAGE Handling busy stat ion calls dif ferently than c alls not answered You can optionally specify two final actions—one for situations when your statio n is busy, one for situations when each action rings and goes unanswered.
C HA PTER 15 . C ALL F ORWARDING AND R OUTING L IS TS 15-1 5 See “U sing work groups” on page 16 -14 for in structio ns on crea ting a wo rkgroup. To route calls to a workg roup as an action in an existing routing list 1. Double-click the routing list in the Routing Lists f older.
15-16 U SING T ELE V AN TAGE If you select a specific greeting under Play gr eeti ng , that greeting overr ides the active greeting and plays to all callers who reach the final action of the routing list, even if a different greetin g is specified in a call rule or personal status.
C HAPTER 16 C HAPTER 16 M ANAGING C ONT ACT S AND W ORKGROUP S C HAPTER C ONTENTS About contact management and TeleVant age . . . . . . . . . . . . . . . . . . . . . . . . . 16-2 The Contacts folder . . . . . . . . . . . . . . . . . . . . . . . . . . .
16-2 U SING T ELE V AN TAGE About c ont act management and T eleV ant age _______ ___________ ViewPoint’s Contacts folder provides you with an online phone book of your telephone contacts in whic h you can enter t he names , phon e numbe rs, an d other i nfor mation a bout people you talk with frequently on the phone.
C HA PTER 16 . M ANAGING C ONT ACTS AND W ORKGROUPS 16-3 Private and public contacts In TeleVantage, contacts can be private or public, as follows: Q Private con ta ct s are y our own personal contacts. These contacts appear only in the Contacts folder of your ViewPoint on your computer.
16-4 U SING T ELE V AN TAGE Manag ing contact s____________ _________ ______ _________ ____ You can manage your contacts using TeleVantage ViewPoint, or you can use another contact manage r applic ation or c ustomer re lationsh ip managem ent progr am with Te leVantage if you prefer.
C HA PTER 16 . M ANAGING C ONT ACTS AND W ORKGROUPS 16-5 Enteri ng a cont act's n ame and basic i nformat ion 1. Choose File > New > Contact . The Contact d ialog bo x opens to the Genera l tab. 2. Select which folder to create the contact in, using the Create new contact in fo lde r drop down list .
16-6 U SING T ELE V AN TAGE 5. In the P referred telepho ne prompts d ropdown list, s e lect the language that you wan t TeleVantage to use when it plays voicemail and other prompts to this contact. The available languages are the languages that were installed on your system.
C HA PTER 16 . M ANAGING C ONT ACTS AND W ORKGROUPS 16-7 Record ing a vo ice titl e for a c ont a ct 1. In the Contacts fold er, select the contact f or whom you want to record a voic e title and choose File > Open . 2. In the Contact dialog box, c lick the Caller I dentification tab.
16-8 U SING T ELE V AN TAGE The benefits of having TeleVantage recogni ze contacts include: Q Their names appear in the Call Monitor w hile the phone is ringing to let you know who is calling. Q Their names are displayed on your C aller ID ph one, if y ou have one.
C HA PTER 16 . M ANAGING C ONT ACTS AND W ORKGROUPS 16-9 To guarantee that TeleVantage recogniz es contacts, regardless of the p hone number from which they are calling, use a contact PIN. See “Using contact PINs for guaranteed recognition” on page 16-1 2 for mor e inform ation.
16-10 U SING T ELE V AN TAGE For example, the following illustration shows a v oice message before association, showing “Unknown” as the caller. The next illustration shows the same m essage after you associate it with y our contact Nathaniel Chestnut.
C HA PTER 16 . M ANAGING C ONT ACTS AND W ORKGROUPS 16 -1 1 reverts it to being identifi ed as from that c ontact. To create a new c ontact directly from th is dialog box, click .
16-12 U SING T ELE V AN TAGE office’s PBX system uses a random trunk for all outgoing calls. The Caller ID name, however, remains constant, so you should use that for association. Q If th e cal l is fro m a sta nda rd iz ed C all er ID na m e (for ex ample, california - 7605550807 ).
C HA PTER 16 . M ANAGING C ONT ACTS AND W ORKGROUPS 16 -13 Using co nt acts in another co nt act m anager __________ ______ ___ If yo u make ex tensive use of anothe r TAPI-c ompatible contact m anage.
16-14 U SING T ELE V AN TAGE Importing cont act s into T eleV ant age See “Importing and exporting Tele Vantage items” on page 8-27. Using wo rkgroups ____________ ______ ______ _________ ______ _ A wor kgroup is a group of related extensions or contacts.
C HA PTER 16 . M ANAGING C ONT ACTS AND W ORKGROUPS 16 -15 Personal and publi c workgroups Generally, the workgroups you will create in TeleVantage are personal w orkgrou ps. Only yo u can see the personal workgroups that you create. Other user s cannot see workgroups that you create.
16-16 U SING T ELE V AN TAGE 2. Choose File > New > Workgroup . The Workgr oup dialog box opens. 3. Enter a Name for the work group an d any Notes to descri be the w orkgr oup. 4. Add on e or mor e membe rs to the wo rkgrou p by s electi ng na mes on t he lis t of Available Extens ions and then click ing Add .
C HA PTER 16 . M ANAGING C ONT ACTS AND W ORKGROUPS 16 -17 You ca n also ch oose to sho w a tab for any other pers onal w orkgroups or any ot her public work group.
.
C HAPTER 17 C HAPTER 17 U SING C ALL R ULES C HAPTER C ONTENTS About call rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-2 The Call Rules folder. . . . . . . . . . . . . . . . . . . . . . . .
17-2 U SING T ELE V AN TAGE About call rules ______________________ ____________________ TeleVantage call ru les enable you to handle specific incoming calls differently than other calls. For example, you can create a call r ule for your friend Jim so that he is routed to your cell phone and hears a sp ecial voicemail gree ting whenever he calls.
C HA PTER 17 . U SING C ALL R ULES 17-3 Examples of how you can use call rules Q Calls from your “Friends” workgroup can follow a routing list that tries you at seve r al locations in the office during business hours.
17-4 U SING T ELE V AN TAGE Creatin g a new ca ll rule __ _________ _________ ______ _________ _ The following procedure explains how to create a call rule. Be sure to go to any sections referenced in the procedure. To create a new call rule 1. Choose File > New > Call Rule .
C HA PTER 17 . U SING C ALL R ULES 17-5 Combining caller a nd schedule conditions When you create a call rule, yo u can specify only caller conditions, only schedule conditions, or both conditions together, with the following results: Q Only caller conditions.
17-6 U SING T ELE V AN TAGE Setting schedule c onditions To make the call rule active during certain dates or tim es only, check Calls at ce rtain d ates or time s . If Call s at cer tain dates or ti mes is unchecked, the call rule is always active and will handle incoming calls that meet its caller conditions at all times.
C HA PTER 17 . U SING C ALL R ULES 17-7 S pecifyi ng custo m hours If yo u selecte d During cu stom hours as your schedule condition, use the following procedures to specify when the call rule activates. To have the call rule activate on a d aily or weekly basis 1.
17-8 U SING T ELE V AN TAGE 5. If yo u select Pa rtial day , enter th e Active hou rs for the day . 6. Click OK when you are finished setting the schedule. Selecting how a cal l rule handles a call Calls are normally handled with your active settings, such as your stan dard greeting and routing list.
C HA PTER 17 . U SING C ALL R ULES 17-9 Choosing the priority of a call rule ___________________ _______ TeleVantage handles incoming calls according to the priority of your call rules. The call rules in the Call Rules folder a re ordered from the to p down.
17-10 U SING T ELE V AN TAGE Ignoring all c all rules ____ _________ _________ ______ _________ _ If you create routing lists and call rules, TeleVantage handles your incoming calls according to those settings and rules. There can be times, however, when you want TeleVantage to ignore those rules.
C HAPTER 18 C HAPTER 18 C USTOMIZING V IEW P OINT C HAPTER C ONTENTS About customizing ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-2 Customizing telephone behavior . . . . . . . . . . . . . . . . . . . . . .
18-2 U SING T ELE V AN TAGE About cus tomizing V iewPoint ____ _____________ ______________ You can customize ViewPoint and your TeleVantage accoun t to suit the way you work. Most customization options presented in this chapter are set in the Options dialog box, accessed by ch oosing Tools > O ptions .
C HA PTER 18 . C USTOMIZING V IEW P OINT 18-3 Call Announcing Announce who the call is for “The “call for” announcing prompt” on page 7-3 Screen and announce the caller .
18-4 U SING T ELE V AN TAGE E-Mail Notification “Setting up e-mail notifi cation” on page 13-12 Pager Notification “Setti ng up pager notification” on page 13-13 Call Notification “Settin.
C HA PTER 18 . C USTOMIZING V IEW P OINT 18-5 Customizi ng telep hone behavior___ ____________ ____________ _ The options described in this section allow you to customize your interaction with TeleV antage on the phone. These options include: Q Specif ying yo ur phone t ype .
18-6 U SING T ELE V AN TAGE You have a limited amount of space for your voice title, your contacts’ voice titles, your greetings, and recorded conversations. Ask your TeleVantage system administrator how much space you have been allocated and how much you have used.
C HA PTER 18 . C USTOMIZING V IEW P OINT 18-7 Q External. Calls from external calle rs who choose your extension from an auto attendant or are transferre d to you by another user.
18-8 U SING T ELE V AN TAGE Customizing or t urning of f call waiting With call waiting turned off, incoming calls that arrive while you are on the phone go directly to the next action in your routing list (by default, the next action is your voicemail).
C HA PTER 18 . C USTOMIZING V IEW P OINT 18-9 Tur ning ringback for call s on hold on and of f If yo u hang up with one or more calls on ho ld or par ked, Tel eVantage c an ring your phon e to remind you o f the cal ls. Y ou can tu rn ri ngbac k on and off, a nd you ca n spe cify ho w long Tele Vantage w aits bef ore ringi ng your phone.
18-10 U SING T ELE V AN TAGE To customize you r dial-by-name listi ng 1. Choose Tools > Option s . The Options dia log box open s. 2. On the Personal tab, uncheck List in di al-by-nam e directory to remove yo urself from the directory. If checked, callers can dial you by name.
C HA PTER 18 . C USTOMIZING V IEW P OINT 18 -1 1 Changing ring pat terns You can change how your phone rings when you receive an incoming call. You can set different ring patterns for internal and exter nal calls. 1. Choose Tools > Options . The Options dialog bo x opens.
18-12 U SING T ELE V AN TAGE Enabling and disab ling voice-first answer ing For an overview of voice-f irst answering, see “Receiving internal interco m calls with voice-first answering” on page 4-5. Use the following procedure to enable or disable voice-first answering from Vie wPoint: 1.
C HA PTER 18 . C USTOMIZING V IEW P OINT 18 -13 Configu ring a digital feature phon e ________ ______ _________ ___ If your station is supported digital feature phone, you can configure it in ViewPoint. For instructions on using the digital phone, including using line appearances, see “Using digital feat ure phone s” on page 4-11.
18-14 U SING T ELE V AN TAGE Q Pickup ans w er s a r ing in g SDN . If ch ecked, when an SDN rings, picking up the phone connects you immediately to the call. If unchecked, to connect to a ringing SDN call you must pick up the phone, then press the SDN.
C HA PTER 18 . C USTOMIZING V IEW P OINT 18 -15 Q Speed Dial. Click the button in the Para meter column to open the Speed Dial dialog box. Select or enter the number to dial and click OK . For instructions on using the Numbers and Extensions tab, see “Using the Place Call To dialog box” on page 12 -3 .
18-16 U SING T ELE V AN TAGE Cus tomizing inc oming call be havior ___ _________ ______ _______ You can set various call alert b ehaviors to occur when you receive an inco ming call.
C HA PTER 18 . C USTOMIZING V IEW P OINT 18 -17 Note: With “For all inc oming c alls” s elected, a hal f-selec tion ma rk indi cates that th e option i s selec ted in anoth er categ ory. 4. Select any of the following options: Q Display the Call Monitor.
18-18 U SING T ELE V AN TAGE requirement, because some institutions have the right to rea d blocked Caller ID, for example emergency services and 800-numbers. 4. From the ISDN outbound Caller ID name dropdown list, select one of the following options for your Caller ID name: Q Syst em defau lt.
C HA PTER 18 . C USTOMIZING V IEW P OINT 18 -19 Custom izing SIP accou nt s ___ _________ ______ _________ ______ If your system is configured to place Voice-over-IP (VoIP) calls using SIP, you can define one or more SIP accounts, which are used to identify you to remote SIP end points.
18-20 U SING T ELE V AN TAGE Cus tomizing vo ice mess age behavio r ___________ ______ _______ You can customize use of stutter d ial tone, the message waiting light, and the order in whic h you hear y our v oice messag es.
C HA PTER 18 . C USTOMIZING V IEW P OINT 18 -21 Custom izing ViewPoint for Opera tors______ _________ ______ ___ If you are an Operator user, you can use the following options to make your tasks easier and faster: Q Place incomin g call on hold automatically.
18-22 U SING T ELE V AN TAGE Custo mizing the ViewPo int dis play _ ______ _________ ______ ____ You can customize your ViewPoint display in any of the following ways.
C HA PTER 18 . C USTOMIZING V IEW P OINT 18 -23 To show or hide co lumns in a ViewPoint folder: 1. Choose View > Cu rrent View > S how Colu mns . You can also right-click in the folder and select Show Co lumns . The Show Columns dialog box opens.
18-24 U SING T ELE V AN TAGE Keeping columns in view wh en you scroll ho rizontally In any folder you can drag a vertical lock line to a column division, so that all columns to the left of the lock line remain on-screen when you scroll horizontally.
C HA PTER 18 . C USTOMIZING V IEW P OINT 18 -25 Enhancin g ViewPoint with Add -ins __ _________ ______ _________ Add-ins are custom executable (.exe) files or Dynamic Link Library (.
18-26 U SING T ELE V AN TAGE uncheck Enabled . To vie w or cha nge options for an Ad d-in, cli ck it, the n click Options . 3. When you are do ne adding A dd-ins, c lick Close .
C HA PTER 18 . C USTOMIZING V IEW P OINT 18 -27 Customizi ng the Desktop A lert Add-in To customize the alert behavior for new calls and voice messages, choose Tools > Des ktop Alert Options . The Des ktop Al ert Opt ions dialog b ox op ens. To customize desktop alerts 1.
18-28 U SING T ELE V AN TAGE Q Limit the num be r of simu l ta neo us alerts to __ . Check and enter the maximu m number of alert windows that you want open on the screen at any one time. After that number is reached, new alerts appear in the existing windows .
C HA PTER 18 . C USTOMIZING V IEW P OINT 18 -29 Other cus tomization op tions _ ______ _________ ______ _________ The following table refers you to customization options described elsewhere in this manual. Feature Descripti on See Recording greetings Create recordings that callers hear when they reach your voicemail.
.
Appendices.
.
A PPENDIX A A PPENDIX A T ELEPHONE C OMMA NDS Q UICK R EFERENCE C HAPTER C ONTENTS This appendix provides a quick referenc e to the TeleVantage telephone commands. For more instructions on using TeleVantage over the phone, see Chapter 3 through Chapter 6.
A-2 U SING T ELE V AN TAGE Call hand ling com mand s _________ ______ _________ ______ ____ As soo n as you press Flash to put a c all on hold, you will hear a context-sensitive me nu of call handling options. The caller does not hear these menu prompts.
A PPEND IX A. T EL EPHO NE C OMMANDS Q UICK R EFERENCE A-3 Quick call comman ds _ _________ _________ ______ _________ ___ Pressing * at a dial tone gives you quick access to th e comman ds listed in the following table Some or all of these commands may be una vailable to you if your system administrator has not grante d you p ermi ssion.
A-4 U SING T ELE V AN TAGE *19 T est hold audio. Enter the ID number of a hold audio source to hear the audio exactly as callers on hold are hearing it. See your system administrator for the ID numbers of hold audio sources. *50-56 S ee the next table for a list of quick call commands for call center agents and supervisors.
A PPEND IX A. T EL EPHO NE C OMMANDS Q UICK R EFERENCE A-5 Quick call commands f or call center agents The following commands are available only for agents in a call center queue.
A-6 U SING T ELE V AN TAGE V oicemail/Account menu ___ ________________________ _______ The Voicemail/Account menu lets you listen to your voicemail, send messages to other users' voicemail, and change your TeleVantage account settings. You need to log on to access this menu.
A PPEND IX A. T EL EPHO NE C OMMANDS Q UICK R EFERENCE A-7 V oicemail/A ccount menu commands Notes Q Opti on 7 is ava ilable only when logging on from an outside l ine. Q Opti on 5 1 forwa rds your c alls to t he phone at w hich you a re locat ed. This phone can be a TeleVantage e xtension or an external numb er.
A-8 U SING T ELE V AN TAGE Q Opti on 4 3 read s the call back numbe r to you. You can p ress 1 to d ial it, o r press 2 t o dial other numbers such as the user's extensio n or any of the contact's numbers. You can also press 2 # to dia l any ot her numbe r.
A PPENDIX B A PPENDIX B W ORKING AS AN A GENT IN A C AL L C ENTER Q UEUE C HAPTER C ONTENTS Whether this chapter applies to you . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2 Starting and ending your shift, and taking breaks .
B-2 U SING T ELE V AN TAGE Whethe r this chapte r applies to you _________ ______ _________ _ This chapter provides instructions for working as an agent in a TeleVantage call center.
A PPEND IX B. W ORKING AS AN A GENT IN A C ALL C ENTER Q UEUE B- 3 Ending your shift Note: Use this procedu re at t he end of your shif t only. To ta ke a brea k during your shif t, use the On Break personal st at us to ensure the in te gr ity o f call cent er sta t is tic s.
B-4 U SING T ELE V AN TAGE Working at differen t phones _______ ______ _________ ______ ____ If you n eed to wor k a t a pho ne ot her th an yo ur de faul t sta tion , or i f you h ave no de fault stat ion and al ways work at a vari ety of ph ones, add t he follow ing steps t o your rou tine: 1.
A PPEND IX B. W ORKING AS AN A GENT IN A C ALL C ENTER Q UEUE B- 5 Signing in a nd out of a qu eue ______ _________ ______ _________ You can be either signed in or signed ou t of each queue to which you be lon g. Only when you are signed in do you receive calls from the queue.
B-6 U SING T ELE V AN TAGE Receivi ng and h andling queu e 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 r ings and the call appears in ViewPoint’s Call Monitor folder.
A PPEND IX B. W ORKING AS AN A GENT IN A C ALL C ENTER Q UEUE B- 7 Havi ng y our call s re cord ed The queue may be configured to record some or all of your queue calls. You receive no indication that a call is being recorded. The queue may be config ured to place call recordings in your Inbox as new voice messages.
B-8 U SING T ELE V AN TAGE Wra p-up time After you finish a queue call, you are given wrap-up time to complete any work r elating to the call. During your wrap-up time you will not receive any queue calls. Your TeleVantage system admini strato r sets h ow much w rap-up tim e you ha ve.
A PPEND IX B. W ORKING AS AN A GENT IN A C ALL C ENTER Q UEUE B- 9 To revert to placing calls as yourself, select yourself from the dropdown list. To place calls as a queue using the telep hone Pick u p you r phon e and pr ess * 14<queue’s e xtension># at a dial tone.
.
A PPENDIX C A PPENDIX C S UP ERVISING A C ALL C ENTE R Q UEUE C HAPTER C ONTENTS About supervising queues in ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C -2 Viewing current queue calls . . . . . . . . . . . . . . . . . . .
C-2 U SING T ELE V ANTA GE About s upervising qu eues in V iewPo int ___________ ___________ This appendix de scribes the process of supervising a TeleVan tage call center queue. For complete instructions on setting up and m anaging a TeleVantage call cen ter, see the T eleV antage Call Center Administrator’ s Guide .
A PPEND IX C. S UPERVI SING A C ALL C ENTER Q UE UE C-3 Monito ring queue statistics __ ______ _________ ______ _________ Agen ts who have the pe rmis sion Moni t or que u e stat istic s set to Allow can monitor a q ueue’s performance by using either the telephone co mmands or the Queue Monitor fo lder in ViewPoint.
C-4 U SING T ELE V ANTA GE The Agents pane displays the information shown in the following table. Some columns may be hidde n by def ault . To sh ow th em, ch oose View > Current View > Show Columns . Agents Pane Information A vailability Icon showing the agent’ s phone as on-hook or off-hook.
A PPEND IX C. S UPERVI SING A C ALL C ENTER Q UE UE C-5 Agent St ate Agent’s current level of availability to take calls from this queue. Note than an agent can be in different st ates for different queues at the same time. The possible states are: Ready.
C-6 U SING T ELE V ANTA GE Time in St ate The length of time that the agent has been in the current state for this queue. T i mes are displayed in the following format: days: hours:minutes:seconds. Calls answered Number of incoming calls from this queue that the agent has answered since the beginning of the queue’s current displ ay period.
A PPEND IX C. S UPERVI SING A C ALL C ENTER Q UE UE C-7 Forced Break Number of times the queue has automatically placed the agent in O n Break status for l etting queue calls ring unanswered, since the beginning of the current displa y perio d .
C-8 U SING T ELE V ANTA GE The Queu e S t ati sti cs p ane At the bottom of the Queue Monitor f older, the Queue Statistics pane displays statistics for the queue as a whole. To show or hide the Queue Statistics pane, choose View > Queu e Statistics Pane .
A PPEND IX C. S UPERVI SING A C ALL C ENTER Q UE UE C-9 Agents on break Number of agent s currently signed in and in the On Break personal st atus. Agents ready Number of agents waiti ng to receive queue calls.
C-10 U SING T ELE V ANTA GE A vg. talk time Length of the average time that callers spent t alking with agents. Calls to voicemail Numb er of call s that went to v oicemail wi thout being handled by an agent, as a result of callers pressing the key to leave voice mail.
A PPEND IX C. S UPERVI SING A C ALL C ENTER Q UE UE C-1 1 Longest time* Length of the longest time by one call. A verage time* Length of the average time over all calls. To t a l t i m e * T otal number of m inutes from all calls. * T alk time = T ime spent talking with an agent.
C-12 U SING T ELE V ANTA GE When statistics ar e reset Statistics are reset to zero at the following times: Note: When a call overlap s a rese t time , some s ta tisti cs for it will appea r in the first gr oup ing, some in t he second , depend ing on w hen the statistic i s counted.
A PPEND IX C. S UPERVI SING A C ALL C ENTER Q UE UE C-13 About agents’ per sonal status and state It is important to distinguish between an agent’s personal status and st a te. Q Personal st at us. Determ ines whether the agent receives queue calls.
C-14 U SING T ELE V ANTA GE The following table shows how agent positions are calculated for each distribution algorithm. The descriptions apply separately to primary agents and to each tier of overf low agents. Algorithm Agent positions T op down Agent s’ positions are ordered by their order in the queue and do not change.
A PPEND IX C. S UPERVI SING A C ALL C ENTER Q UE UE C-15 Note: The di st ribu tio n algorit hm s Lo ngest id l e, F ew es t cal ls, Leas t talk tim e cou nt in bou nd queue c alls only. Enabling and dis abling the Dist ributi on Order column You can enable or disable the Distribution Order colum n in the Agents pane of the Queue Monito r.
C-16 U SING T ELE V ANTA GE Monitoring queue statistics using the phone Agents who have permission to monitor queue statistics can hear the current statistics for a queue at any time by picki ng up a TeleVa ntage phon e and dialin g *55 . The sy stem pr ompts the m to select the queue for which they want to hear statistics.
A PPEND IX C. S UPERVI SING A C ALL C ENTER Q UE UE C-17 If the agent whose call you are supervising transfers the call to another party, or parks it and it is unpa rke d by ano ther par ty, yo u are disco nnect ed.
C-18 U SING T ELE V ANTA GE Manag ing agents’ st atus __________ ______ ______ _________ ____ With supervisor permissions, agents can directly control the status of other agents in the queue in the .
A PPEND IX C. S UPERVI SING A C ALL C ENTER Q UE UE C-19 3. Check or uncheck This agent is sig ned in . 4. Click OK to close the Agent dialog box. 5. Click OK to close the Queue dialog box.
C-20 U SING T ELE V ANTA GE Manag ing a queu e’ s voice mailb ox _______ ______ ______ _______ Agents who have the perm ission Access queue mailb ox set to View and Edit can m anage voice messages that callers leave in the queu e’s voice mailbox. They can listen to messages, reply to them, and delete them.
A PPENDIX D A PPENDIX D W ORKING AS AN A GENT IN AN ACD W ORKGROUP A PPENDIX C ONTENT S About participating in an ACD workgroup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-2 Marking yourself ready and unavailable . . . . . . . . . . .
D-2 U SING T ELE V ANTA GE About p art icip ating in an ACD workgroup __________ ___________ This appendix describes how agents participate in an ACD workgroup. Importan t: This section covers instructions for work ing in an ACD workgroup only. For instructi on s on work in g i n a cal l cen ter queu e, see Appe ndix B .
A PPEND IX D. W ORKI NG AS AN A GENT IN AN ACD W ORKGROUP D-3 Using th e Call Monit or ______ ______ _________ ______ _________ To use the Call Monitor to handle ACD workgroup calls, agents log on to ViewPoint using th eir own nam es and pass words.
D-4 U SING T ELE V ANTA GE Placing A CD workgrou p calls ___ ______ _________ ______ _______ If you are an ACD workgroup ag ent and you place a call at your desk using the telephone or ViewPoint, by default TeleVantage marks the call as a call made by you.
A PPENDIX E A PPENDIX E U SING THE T ELE V ANT AGE A RCHIVED R ECORDING B ROWSER The TeleVanta ge Archived Recording Browser is a to ol for listening to and managing th ousands of mailbox recording s (voice messages or call recordings) that h ave been archived by TeleVantage.
E-2 U SING T ELE V AN TAGE 2. Enter your archive user User Name and Passw ord . These can be different than your TeleVantage user name and password—ask your system administrator for the user name a nd pa sswo rd to us e. Click OK . 3. If you are prompted to do so, navigate to the network location of the recording archive.
A PPEND IX E. U SING THE T ELE V ANTAGE A RCHIVED R ECORDING B ROWSER E-3 2. Do one of the following: Q If you r search only i nvolves the c riteria s hown o n the B asic tab. On the Basic tab, you can qu ickly spe cify common ly-used c riteria, a nd anything you ente r is treated as a partial search.
E-4 U SING T ELE V AN TAGE 4. When you are done specifying your search criteria on either tab, do any of the following: Q To execute the search, click Find Now . Q To reuse the search criteria again at a later tim e, click Save A s . In the Save Search As dial og box, Ente r a na me for you r search an d then click Save .
A PPEND IX E. U SING THE T ELE V ANTAGE A RCHIVED R ECORDING B ROWSER E-5 Rece ived T o limit your search to a specific time period, select this checkbox, and then select a time period from th e drop-down list (for example, “Y es terday” or “Last 3 months”.
E-6 U SING T ELE V AN TAGE Equals, Does not equal Us e to search based on the exact contents of a field. For example, to search for recordings of calls from Kevin McDonough, add the criteria “From Equals Kevin McDonough”.
A PPEND IX E. U SING THE T ELE V ANTAGE A RCHIVED R ECORDING B ROWSER E-7 Like Use to search based on wildcard characters that represent one or more other characters.
E-8 U SING T ELE V AN TAGE Saving your current search There are two ways to save your current search criteria in ord er to search using the same criteria at a later time: 1. In the Search Archived Recordings dialog box, click Save As . -or- In the Browser, click on the toolbar.
A PPEND IX E. U SING THE T ELE V ANTAGE A RCHIVED R ECORDING B ROWSER E-9 The following information is displayed for each recording: Q . If , reco rding has bee n flagged fo r follow -up. Q . Identifies the recording type: Q . Voice message Q . Call record ing Q Server .
E-10 U SING T ELE V ANTA GE Q Enter a number in the Recordings tex t box at the top r ight of the Browser a nd press Enter to go to th at entry in the list. Use th e buttons to browse through the search results. Q To cha nge the num ber of ent ries displa yed per pag e, choose Tools > Options .
A PPEND IX E. U SING THE T ELE V ANTAGE A RCHIVED R ECORDING B ROWSER E-1 1 Q Rest ore reco rding . Click on the toolbar to move the selected recording back to the mailbox from which it was archived. It also stays in the archive until pu rged. Q Export r ecording.
E-12 U SING T ELE V ANTA GE The Purge Archived Recordings dialog box opens: 2. Specify the recordings that you want to delete from the archive. Selecting r ecordings to purge works the same as using the Basic tab to search for recordings. See “Search criteria” on page E-4 for a des cription of each field.
A PPENDIX F A PPENDIX F U SING THE T ELE V ANT AGE H.323 S OF T P HONE C HAPTER C ONTENTS About the TeleVantage H.323 SoftPhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-2 Defining the TeleVantage SoftPhone as your external stati on .
F-2 U SING T ELE V ANTA GE About t he T eleV ant age H.323 Sof tPhone ______________ ________ The TeleVantage H.323 SoftPhone is included with TeleVantage V iewPoint. If your system has prop erly c onfig ured H. 323 tr unks, the Sof tPho ne ca n turn y our PC into an H.
A PPEND IX F. U SING THE T ELE V ANTAGE H.323 S OFT P HONE F-3 SoftPhone requirements Your computer must have the following to run the TeleVantage SoftPhone: Q Micro soft Windows XP or higher Q Either.
F-4 U SING T ELE V ANTA GE Using the T eleV antage SoftPhone ________ _________ ______ ____ The following sections provide instructions for starting and using the TeleVan tage SoftPhone. S tarting the T eleVa ntage SoftPhone To start the TeleVantage SoftPhone, do the following: 1.
A PPEND IX F. U SING THE T ELE V ANTAGE H.323 S OFT P HONE F-5 Showing the SoftP hone keypad window To dis play t he Soft Phon e keypa d wind ow, ch oos e Tools > SoftPho ne in ViewPoint. You can also double-click the SoftPhone icon in the system tray at the bottom right of your screen.
F-6 U SING T ELE V ANTA GE Adjusting microphone and speaker volume 1. Op en th e Soft Phone keyp ad wi ndow (see “S howing the So ftPh one key pad wi ndow ” on pag e F-5 ). 2. Click the audio icon to expand the dialog box. 3. Use the slider bars for Volume and Mic to adjust the audio volume and microphone pickup.
A PPEND IX F. U SING THE T ELE V ANTAGE H.323 S OFT P HONE F-7 4. Click Ad d and enter an IP address (typica lly the IP address of the TeleVant age Server's Internet span), then click to add that IP address to the list of approved IP addresses. Repeat to add multiple IP addresses.
F-8 U SING T ELE V ANTA GE Sof tPhone note s ______________ _____________ ______________ The following notes pertain to using the TeleVantage SoftPhone: Q The SoftPhone uses Windows H.
A PPENDIX G A PPENDIX G U SING THE C OUNTER P ATH SIP SOF TPHONES C HAPTER C ONTENTS About the CounterPath SIP softphones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . G-2 Before installin g the eyeBeam softphone . . . . . . . . . . . .
G-2 U SING T ELE V ANTA GE About t he CounterPath SIP sof tphones______________ _________ TeleVantage supports the following CounterPath Solutions, Inc. SIP softphones: Q eyeBeam SIP softphone Q Pocket PC SIP softp hone See page G-8 for a table th at describes how eyeBeam a nd Pocket PC softphone f eatures interact with TeleVantage.
A PPEND IX G. U SING THE C OUNTER P ATH SIP SOFT PHONES G-3 Importan t: If your syste m is conf i gu red to use onl y H. 323 -based Vo ip, the eyeB eam SI P softPhone will not work. Use the TeleVantage H.323 SoftPhone in stead. See Appendix F , “Usi ng the TeleVa ntage H.
G-4 U SING T ELE V ANTA GE Inst alling an d configuring the eyeBeam SIP sof t phone __________ Use this procedure to install the eyeBeam softphone on your PC and configure it for use with TeleVantage. Notes Q These pro ced ures desc ribe the ey eBeam aud io-only s oftphon e ve rsion 1.
A PPEND IX G. U SING THE C OUNTER P ATH SIP SOFT PHONES G-5 4. Next, the Settings dialog box opens. Choose the SIP Accounts Add a New SIP Account Server tab. Note: If you ac cident ally exi t the di al og b ox, right-cl i ck any where o n the ey eBeam phone a nd c hoose Settings to open it ag ain.
G-6 U SING T ELE V ANTA GE 8. Click the SIP Accounts Add a New SIP Account Advan ced tab and uncheck Sen d SIP keep alives . 9. Clic k the Me dia Au dio Device s tab.
A PPEND IX G. U SING THE C OUNTER P ATH SIP SOFT PHONES G-7 1. Click Options to expa nd the Lo gon dia log box. 2. Select one of the following under Use th is p hon e with ViewP oi nt : Q If yo u have.
G-8 U SING T ELE V ANTA GE Using Counte rPath SIP so f tphones with T eleV antage _ _________ _ This following table describes how eyeBeam and Pocket PC softphone features interact with TeleVantage.
A PPEND IX G. U SING THE C OUNTER P ATH SIP SOFT PHONES G-9 Auto Conf erenc ing Click the eyeBeam p hone’s AC button to enable or disable Auto-Conference. Combined with Auto-Answer , these two features control how particip ants are added to a conference, as follows: AA off / AC off - Manual conference.
G-10 U SI NG T ELE V ANTA GE Flash The phone’s Flash button is not supported by T eleV antage. Pressing Flash put s the caller on hold, like with the Hold button. T o generate a T eleV antage Flash command, press **. Mute Click the phone’s Mute button to mute the call.
A PPENDIX H A PPENDIX H L OGGING O N WITH C OMMAND -L INE S WITCHES You can add various switches to the command line that ViewPoint shortcut uses to start ViewPoint. To change the command line, right-click ViewPoint shortcut icon, choose Properties , and then click the Shortcut tab.
H-2 U SING T ELE V ANTA GE /stationusage:for ward corr espond s to Use <this phone > to place and answer calls plus Forward my calls to this <phon e> . Q /termin alsvrmode. Set this to “ terminalsvrmode=1 ” when running a ViewPoint application that will be accessed by multiple users over Terminal Server or Citrix.
A PPENDIX I A PPENDIX I R EPORTING P ROBLEMS Using the Prob lem Repor t Wizard ___ ______ _________ ______ ___ If you ex perience a proble m with one o f the TeleVantag e workstation applicatio ns—V.
I-2 U SING T ELE V ANTA GE Reporting a probl em that involves a speci fic call If you encountered a problem that involved a call, the best way to report the problem is as follows: 1. In the TeleVantage ViewPoint or Administrator, go to the Call Log folder and select the call during which the problem occurre d.
I-1 Symbol s # (for opti ons after leavi ng a voice messag e) , 2-3 #, to skip delay d ia ling extensions , 3- 3 "& others" in Call Log , 14-5 * (to skip over a voice mail greeting) , 2-.
U SING T ELE V ANTA GE I-2 agents (cont’d.) personal statuses for , 9-4 placing on and off call , C-18 signing in and out , B-2 states, defined , C-5 taki ng breaks , B-2 using Extensions list tabs .
I-3 I NDEX call a nnouncin g (cont’ d.) commands for answering , A- 1 turning off , 18- 6 using with ce rtain calls only , 18- 6 call center agent availability , B-2 agen t workday procedu res , B-2.
U SING T ELE V ANTA GE I-4 call rules (cont’d.) examples of , 17-3 how system resolves conflicts , 17-9 ignoring all , 17-10 igno ring whe n forwardi ng calls , 15-5 ignoring while a personal status.
I-5 I NDEX calls, pl acing (cont ’d.) to contacts , 12- 3 to extensions , 12-4 to My Numbers , 12-4 to voice mail , 3-4 to work grou ps , 12-4 usin g dial ing ser vices , 12-8 using the phone , 3-3 .
U SING T ELE V ANTA GE I-6 contacts (cont’d.) searching for , 16- 3 teleph one pro mpt langu age for , 16-6 Contacts folder adding as a pane in Call Monit or , 8-15 A-Z buttons in , 16-3 doubl e-cl .
I-7 I NDEX F F11 (return your last call) , 12-10 F12 (redial your last call) , 12-10 Favorite Folders list , 8-10 faxes, disabling call waiting for , 3-6 feature compariso n table , 1-4 final actions .
U SING T ELE V ANTA GE I-8 H H.32 3 ter mina ls. See Internet calls handli ng calls, table of commands , A-2 handli ng calls . Se e calls hands-free an swering enabl ing an d disa bling usin g the pho.
I-9 I NDEX messages. Se e voice mail Microsoft Exchange Server, synchronizing with , 13-7 Micros oft O utlo ok , 1-3 mobile phones, issues with routing lists , 15- 8 monitoring agents’ calls , C-16 .
U SING T ELE V ANTA GE I-1 0 pers onal statu s (con t’d .) chan ging anot her user ’s , 9-1 4 chang ing yo urs. Se e personal statu ses/selecting creating custom , 9-6 in call rules , 17-8 list fo.
U SING T ELE V ANTA GE I-1 1 prom pts (co nt’d. ) to accept or decline forwarded calls , 15-5 to callers following routing lists , 15- 11 See also telephone commands public contacts , 16-3 folders ,.
U SING T ELE V ANTA GE I-1 2 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 , .
U SING T ELE V ANTA GE I-1 3 teleph one comma nds (cont ’d.) tables call announci ng comma nds , A-1 call handling command s , A-2 personal status selection , A-8 quick ca ll co mman ds us ing * , A.
U SING T ELE V ANTA GE I-1 4 voice mail ( cont’d .) folders , 13-2 for ACD workgroup s , D-4 forwar ding u sing th e phon e , 5-5 forwarding u sing ViewPoint , 13-4 from caller’s point of view , 5.
An important point after buying a device Vertical Communications TeleVantage 7.5 (or even before the purchase) is to read its user manual. We should do this for several simple reasons:
If you have not bought Vertical Communications TeleVantage 7.5 yet, this is a good time to familiarize yourself with the basic data on the product. First of all view first pages of the manual, you can find above. You should find there the most important technical data Vertical Communications TeleVantage 7.5 - thus you can check whether the hardware meets your expectations. When delving into next pages of the user manual, Vertical Communications TeleVantage 7.5 you will learn all the available features of the product, as well as information on its operation. The information that you get Vertical Communications TeleVantage 7.5 will certainly help you make a decision on the purchase.
If you already are a holder of Vertical Communications TeleVantage 7.5, but have not read the manual yet, you should do it for the reasons described above. You will learn then if you properly used the available features, and whether you have not made any mistakes, which can shorten the lifetime Vertical Communications TeleVantage 7.5.
However, one of the most important roles played by the user manual is to help in solving problems with Vertical Communications TeleVantage 7.5. Almost always you will find there Troubleshooting, which are the most frequently occurring failures and malfunctions of the device Vertical Communications TeleVantage 7.5 along with tips on how to solve them. Even if you fail to solve the problem, the manual will show you a further procedure – contact to the customer service center or the nearest service center
