Vertical Communications TeleVantage 7.5 manual

U SING T ELE V ANT AGE T ELE V ANT AGE 7.5[...]

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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. No part of this publicatio n may be reproduced, transmi tted, transcr ibed, stored in a retrieval sys tem or translated into a ny la nguage in any fo rm by any means without the written perm[...]

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 7.5 Jul y 2006[...]

C ONTENTS Getting Started Chapter 1. Introducing TeleVantage ............. .... .............. ..... ..... .... ... 1-1 About TeleVantage ............................................................................... 1-2 Accessing TeleVantage ........................................................................ 1-2 Using the tel ephone .. .....[...]

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 ........ ............... ........... ............ 4- 2 Answering TeleVantage calls .................................................[...]

C ONTENTS Managing your greetings .......... ............... .......... ................ .......... ...... 5-8 Available s pace for greeting s ........ .......... ................ .......... ............... . 5-8 Forwarding your calls using the phone ................................................. 5-9 Turning call forw arding on ............. ...[...]

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 .................................................................................... 8-24 Viewing sha red 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 .......... ............... .......... ............... ........... .......... 11-7 Commands while a call is r[...]

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 ....... ................ .......... ............ 12-13 Transfer ring a conf erence c all................. ........[...]

U SING T ELE V ANTA GE The Gree tings folder ...... ............... .......... ............... .......... .............. 13- 19 Greeting hier archy .... ............... .......... ............... .......... ................ ... 13-20 Recording a new greeti ng ....... .......... ............... .......... ................ ... 13-20 E-mailing a greet[...]

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 .................................... 16-2 The Contacts folder ......................................................................[...]

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 ................... ................... ........ 18-1 About 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 ................ .. A-1 Call announcing commands .........................................................[...]

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-12 When statistic s are refr eshed ....... ...[...]

C ONTENTS SoftPhone requir ements ..... ............... .......... ................ .......... ........... F-3 Defining the TeleVantage SoftPhone as your external station............. F-3 Using the TeleVantage SoftPhone ....................................................... F-4 Starting the T eleVantage Soft Phone ...... ................ .........[...]

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Getting Started[...]

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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 Feature comparison table . . . . . . . . . . . . . .[...]

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. You c an manage y our call s and voic email by usin g eith er your teleph one or the Tele Vant age Vi ewPo int[...]

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. With ViewPoint you can p oin t and click to p lay voice messages, place and receive calls, manage multiple active calls, access contacts and us[...]

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. Getting technical su [...]

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. This section describes the different TeleVantage documents and how to access them in various for[...]

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. Online Help From [...]

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 . Q Installi[...]

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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 Recording your voicemail greeting . .[...]

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. When you first begin to use TeleVantage, create the following two recordings: Q Your voice title (your name) Q Your voi[...]

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. I am out of the of[...]

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Using the Telephone[...]

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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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3 Dialing by name . . . . . . . . . . . . . . . . . . . . . . .[...]

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. But you can also do much more. For example, you can dial other TeleVantage users by name and use special key combinations to redial your last call or c[...]

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. External calls are calls to outside numbe rs, includ ing calls to anothe r phone system (PBX), a Centrex e xtension, another TeleVantage system such as a branch office, and an I[...]

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 # . Note: If you ent e r the wrong acc ount code , press Flas h bef ore pr essing # and th e sys t[...]

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. Press Flash # . Your cur rent call is now [...]

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. You do not hear the call waiting tone during that[...]

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. For a lis t of suppor ted phones , see Installing T eleV a n tage . Phones tha[...]

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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 Handling calls with the phone . . . . . . . . . . . .[...]

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. For the features you can use when answering and handling TeleVantage calls at a remote [...]

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. When you choose this option, you hear your voicemail greeting and the caller[...]

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. Subsequent incoming calls go straight to voicemail wi[...]

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. See “ E nablin g and disabli ng hands -free a nswer ing” o n page 18 -11 . Pl[...]

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. You can place intercom calls to othe r users even if they don’t hav e voice-first answering tu[...]

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. Putting a call on hold Af[...]

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 . Transfer a call after speaking to the recipient first. Note: You ca n also t ransfer a c al[...]

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. T his pro vides time for you to hang up to do a blind transfe r. System administrat[...]

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. 2. Press Flash # for a dial tone to start another call. 3. Dial the second party and wait f[...]

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.” With silent hold, you d o not hear th[...]

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. See “Using custom-mapped TeleVantage com mands” on [...]

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. The assistant can then let her boss know who [...]

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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 Listening to and managing your v[...]

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. For a comprehensive chart of the Vo[...]

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 . When yo u pick up your phone , the dial to ne begins w ith several short tones, and then changes into a regular di[...]

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 . V oice message telephone commands You can[...]

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. If you hang up or ba ck ou t of the voice mess ages m enu, all mes sages that you h ave del ete[...]

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. In cases where multiple numbers are available for the person—for example, a callback n umber and a Caller ID number—TeleVantage prompts you to c[...]

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. Managi ng your greeti ngs us[...]

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. When you rec[...]

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. You can also forward your calls [...]

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. Log on to your account b y picking up your phone an d entering # <y our exten sion> #[...]

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5 Using TeleVantage from a remote number without ViewP[...]

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. From any remote phone, TeleVantage offers complete access to your voic[...]

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, legacy PBX st ation Analog phones, digital feature phones Check voicemail Y es Y es Y es Manage account using telephone commands Ye s Ye s Y e s Scre[...]

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.) using your phone Only with "Imitate a stat[...]

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. Using ** i nstea d of Fl ash at a r emote phone When using the TeleVantage telepho ne commands with any remote ph one, including external stat ions, you must pres s ** [...]

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. For a full description of the telephone commands, see Chapter 2 thro[...]

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. See “Forwarding calls in ViewPoint ” on pag e 15- [...]

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. For a complete list, see “Quick call commands” on page A-3. To use a quic[...]

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. Q If your phone is an external station , see “U[...]

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. Once you do so, your remote phone behaves like an external station, allowing you to use the ViewPoint Call[...]

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 ). You can [...]

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. There is no need to “imitate” a station (as described in “I[...]

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.32 3 Softpho ne. See Append ix F , “Using the TeleVantage H.323 SoftPh[...]

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. 3. In C all Using , yo ur company ’s SIP diali ng serv ice should be [...]

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. For most SIP users, you should leave this field unchecked. In this state TeleVantage provides 10-15 seconds of TeleVantage dia l tone after a call ends, makin[...]

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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 Distinguishing incoming calls to a shared station . . . . . . . . . . [...]

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. You might share a station for a number of reasons, incl[...]

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. See “ The status ba r ” on page 8-12 . Distinguis[...]

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Using ViewPoint[...]

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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 Logging on to ViewPoint . . . . . . . . . . . . . . . . . . .[...]

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. In ViewPoint you can q uickly and easily drag and dro p to transfer or conferenc[...]

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. See your TeleVa[...]

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. ViewPoint ca[...]

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 . Q Remote number. To use ViewPoint in conjunction with a phone that is not a TeleVantage station, select this field and enter the phone number or I[...]

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 . For example, you can hav e TeleVantage di[...]

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 . Q Use m y default sta tion. Your default station remains ViewPoint’s[...]

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. You can also launch the ViewPoint Quick Tour fr[...]

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 The toolbar Q The nav igati on pa ne or v iew bar Q The status bar Q ViewPoint folder that is currently displayed (see “ViewPo int fol ders ” on [...]

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 . The navigation pane is made up of the Favorite Folders list and, below it, the navig[...]

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. Displays the Ca ll Mon itor. Favorite Fo lders: Extensions a nd (if you are a call ce[...]

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. You can press F11 to place a call to that number. Q Number o f items. Numb er of items i[...]

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. You[...]

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 . When you wan t to shut down ViewPoint, you can close all V[...]

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. To add the Calls Pane to a folder, do the following: 1. Open the folder to which [...]

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. With folder switching prevented, the Navi gation pane[...]

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. To create an item, cho ose Fi l e > New and choose [...]

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. 3. Click OK to permanently delete the item. Renami ng items You can easily ren ame items in T eleVantage, but you cannot rename some types of items, such as default personal statuses or [...]

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. For example, if you drag an active call in your Call M onitor onto a u ser in [...]

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 the Place Call T o dialog box Folder Moves the contac t to the folder Opens the Move Item dialog box Copies the folder Folder Folder Moves the folder 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. Hold down CTRL while dragging-and-dropping to another application. [...]

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. See “Sharing folder s” on p age 8-24 . Q Public folders. Folders t[...]

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. Example : Your compa ny defin es its depa rtments as public w orkgroups. All users in the company [...]

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 Call Monitor folder Q The Voicemail folder Q The Contacts folder Q The Call Log folder Those users can access the folders that you share with them fro[...]

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. The user can view or listen[...]

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. Creating re c[...]

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 .CSV (comma-se parated value) file, and y ou can export contact[...]

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. 4. In D estinati on fo ld er , select the TeleVantage Contact folder i[...]

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. If yo u are imp orting co ntacts fr om anoth er appl ication an d hav[...]

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. 2. Under Choos e an action to perf orm, select Exp ort Cont ac ts[...]

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 . 3. Under Save exp ort[...]

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. 2. Click Export Call Log , and then click Next . 3. Click Browse and then specify a file name an[...]

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. Use the following table to interpret the result codes: Code Result 1 Connected, user hung up 2 Connected, user was hung up upon 3 Abandoned 4 Left message 5 Blind transfer 6 Supervised tra[...]

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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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-3 Selecting a personal status . . . . . . . . . . . . . . [...]

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. A personal status co nsists of the following: Q A pers onal sta tus icon a nd a name, such as Av a[...]

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. Click that button to select a different personal status. Using p redefined p ersonal statuses ____ ______ _________ ______ Five predefined person al statuses are available to all [...]

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. For information about working as an agent in a call center queue, see [...]

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. Selecting a personal status __ ______ _________ ___[...]

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 . Q Fo[...]

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. 3. Use the audio controls under Re corded n ame to record the name,[...]

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. For instructions on usi ng thi s dia log bo x, see “Placing a call” on page 12-2 . If you select an external numb er, you can use the external call forwar ding optio ns under the Wher e I [...]

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. 6. Click OK to sa ve the new p ersonal status. The Person al St atuses folder ____ ______ _________ ______ ______ The Personal Statuses folder displays all your personal st[...]

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. For example, you ca n set your active greeting in the Greetings f older, your active ro uting list in the Routing Lists folder, y our Wh er[...]

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. Q To create a new cu[...]

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. This section describes which setting is us ed in cases of conflict. The hierarchy for active se t[...]

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. This setting enables you to temporarily overri de your call fo r warding[...]

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. For exa[...]

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-5 Sending an instant message 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. You can use the Extensions list to quickly place calls to other TeleVa ntag e exten sions or to chan ge anot her use r?[...]

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 . Q Workgroup tabs. The Ext ensions folder co ntai[...]

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. Closed. Y ou have set the queue to send its call s direct ly t o voice mai l[...]

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. If you want to speak to another user as soon as they are off the pho ne, you can have ViewPoint[...]

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 . For instant messaging to work, the receiving user must be running ViewPoint and have the Instan[...]

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 . . . . . . . . . . . . . . . . . . . . . . . . 11-5 Selecting and acting on a call i n the Call Monitor folder . .[...]

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. In the Call Monitor fold[...]

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 . Note: Active ly sorting th e C all M oni t or can make Ca ll M on itor per f or m ance slo[...]

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. Use th e up and down arrow buttons to arrange the ord[...]

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 . 4. Click OK . Call Monitor fol der panes The Call Monitor folder contains the follow[...]

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. 3. Under Display Call Mo nitor in the following situations , ch eck one or both of the following options: Q Placing new calls from Co ntact s or Extens io ns Q Ret[...]

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). This includes incoming calls, calls on hold, parke[...]

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. You can also listen to a voice message as it is b eing left via the phone. See [...]

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 that call, including the following: Q Putting a call on hold Q Transferring a call Q Recording a call Q Playing recorded audio into a call Q Associating[...]

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. Q You cann ot put a call to a queue, auto atten dant, o r IVR Plug -in on h old. If yo u at[...]

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. When the recipient answers the phone, the ca[...]

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. Q Cancel. The transfer pro cess ends and you are reconnected to the caller, so [...]

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 . Note: You can also play cal l recordings fro m the Call Log . See “Listeni ng to a re[...]

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 .WA V or .VO X [...]

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. In the Call Monitor, select the call you want to park. 2. Choose Actions > Park . T he S[...]

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. Playing a ca ller's name You can play a recordin[...]

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. See “Entering an account code for a Call Log[...]

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. Right-click the but[...]

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. If you give them the View and Edit permiss[...]

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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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-8 Redialing numbers and returning cal[...]

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 Dial bar Q Using the Place Call To dialog box Q Quick-dialing from ViewPoint folders Q Campin g on a bu sy user’s extension Q Placing calls using dra[...]

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. See “Placing calls using[...]

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. The list is identical to other Extensions lists in ViewPoint (see[...]

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. See “Using dialing services” on page 12 -8 . 5. In the Number , Address , Email , or I M a ddress field, enter th e phone number , IP address, email address or instant messaging addre[...]

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 . Immediately place s a call to the defa ult number of the selec ted item. For a user, it is[...]

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). The system waits u ntil both you and the other user are free, then automatically places the call.[...]

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. Your TeleVantage system administrator may have set up one or more dialing services with names like “Phone number” or “Chicago Centrex” with a[...]

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.323 device or TeleV antage Ser ver to whic h you wan t to conne ct. [...]

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 . 4. Click OK to close the Check Phone Number dialog[...]

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 . Note: You c[...]

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. The maximum n umber of parties that can[...]

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. 6. Repeat steps 2-5 to add more parties to the [...]

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. Ending a conference call A conference call normally ends w[...]

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. Q A call center queue agen t in the Agents pane of the Qu[...]

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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 . . . . . . . . . . . . . . . . . . . 13-4 Handling your voice messages . . . . . . . . . . . . . . . . . . . . .[...]

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. Y our ne w voi ce me ssag es or recordings appear in a list in your Inbox folder according t[...]

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. Saved messages ap pear here. When you sa ve a messag e by using the telephone co[...]

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. You can play the message or recording either over your comp uter'[...]

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. To forward a voice message 1. In any Voicemail f[...]

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. Speed Dial returns the call to the default number. To call a person[...]

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. To move a voice message to th[...]

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. The icons in the columns to the right of the envelope icon sh ow whether a message is Urgent o[...]

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. You can also sh are any custom folder s that you create. See “Shar[...]

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. 2. Click the recipients who you want receive the message in the A v aila [...]

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. TeleVantage indicates new voice messages in the following ways: Q System tray button Q Number in navi gation pa ne Q Stutter dial tone Q Message-waiti[...]

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. 3. Select or clear Stut ter to ne . 4. Click OK . Message waiting l[...]

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. You receiv e an e-mail notification whenever you receive a new voice messag[...]

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 . 5. In the Dial Sequ ence field, ent er the dia l string f or your pa ger, includi ng the ph one number of the p[...]

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. 6. Click Contacts or My Numbers , then select the numb e r to call. 7. Click OK . Note: Yo[...]

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.” When you return after the holiday you can enable it again. The follow[...]

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 . Note: If your offi ce has no bus i nes s hours set t hat m at ch es your not i fica [...]

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 . 9. To receive notifications during the times you have chosen, make sure Enable this schedule act i on is checked in the Schedule Notification dialog box, and then click [...]

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. However, neither of these actions changes the settings in the Greetings folder. For more infor[...]

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. The p ersonal status de fault gre eting is marked [...]

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. For more i[...]

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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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-8 Taking notes on a Call Log entry . . . . .[...]

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. Internal calls (calls between TeleVantage users) may or may not be logged, depend ing on h ow your Tele Vantage s ystem admini strator s et up th[...]

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. Useful for analyzing data for ACD workgroups. Note t[...]

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>. Org aniza tion Organization associated with the c all, if any . Organizations are [...]

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. To Name of the party who receiv ed the call. On incomin[...]

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 . Ther efore the t wo ca n somet imes be d ifferen t, for exam ple, if t he cal l was from a cont act an d you cha nged th e con[...]

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. Click New S earch to clear the fields and checkboxes. 3. Click F[...]

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. Call[...]

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. You can also choos e Speed Dial by doub le-clicki [...]

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. Plays call recording that you made manually. Q Actions > O pen Queu e Rec[...]

Advanced TeleVantage Features[...]

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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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-3 Using routing lists . . . . . . . . . . . [...]

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. Your inco ming calls rin g at another pho ne. You can use ano the[...]

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. Notes Q [...]

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. You can also select a queue, auto a tten dant , IVR Pl[...]

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. If checked, the person who picks up the phone hears, “Call for <your voice[...]

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. For exam ple, you mi ght have unch ecked Prompt recip ient to acce pt or dec line call , but you mi[...]

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. For example, you can set up a routing list tha t tries yo[...]

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. Q Press 3 to return to the auto attendant. Q Press 0 to transfer to the O[...]

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. Calls can follow another routing [...]

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. 2. Enter a name for the routing lis[...]

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. Click to open the Call Me at Another Location dialog box, which functions in th[...]

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. For example, a m essage might say, “The sy stem will now try my home number to try to f[...]

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. See “Personal status defaults” on [...]

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. This allows you to handle calls differently when you’re on a call vs. when you’re away from y[...]

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. The Routing List dialog box for that routing list opens. 2. Clic[...]

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. If you clear the Play gr eeting checkbox, no greeting plays to call[...]

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 Managing contacts . . . . . . . . . . . . . . . . . . [...]

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. After you enter contacts, yo[...]

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. Other users cannot see your contacts unless you explicitly sh[...]

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. You can also import contacts from o ther contact managers into Te[...]

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 . If you ha ve per miss ion to c reate [...]

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. Enter ing a cont act's phone numbers an d addre sses 1. On the Gener[...]

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. 3. Record the voic e title by using t he audio c ontrols. Se [...]

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. Q Their names appear in the Call Log and Voicemail fo lders, so that you can easily [...]

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. Adding phone n umbers f or co nt ac t recog niti on You can add a [...]

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. You can teach TeleVantage to recognize a caller by Caller ID name instead of the phone number[...]

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 . (See “Entering a new contact” on page 16-4 for instructio ns.) When you finish creating the contact, you return to this dialog box with the new contact added to the l[...]

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 ). In cases where the Caller ID name is stand ardized for many dif[...]

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 anager or customer relationship management application such as Microsoft Outlook, GoldMine or FrontOffice 2000, or Interact Commerce Corporation’s Act!, [...]

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. Extensions in TeleVantage include users, IVR Plug-ins, auto attendants, or queues. With a [...]

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. Public workgroups, which are accessible to all TeleVantage users[...]

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 . Press CTRL to select multiple na[...]

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. To specify whether a workgrou p has a tab in the Extension s list 1. Selec t the wor kgroup in your per sonal Work groups f older or the publ ic Workgrou ps folder (s ee “Pe rsonal an[...]

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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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-3 Creating a new call rule. . . . . . . . . . . . . .[...]

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[...]

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. Q Durin g your lunc h hour, you can have a speci al “At lunc h” greetin g that plays to cal lers before sending them to voic[...]

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 . The Call Rul e dial og box o pens . 2. Enter a name for the call ru[...]

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. The call rule is alw ays active and handles calls that meet its caller conditio ns at all[...]

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. To set a schedule condit[...]

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. Click Custom Hours . T he Cu stom H ours d ial og box o pen s. 2. Check th e days fo[...]

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. Call rules override one or more of these setting[...]

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. If two call rules ap ply to the same call, the call rule highest in the list is the on e us[...]

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. You can set TeleVantage to use the Standard routing[...]

C HAPTER 18 C HAPTER 18 C USTOMIZING V IEW P OINT C HAPTER C ONTENTS About customizing ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-2 Customizing telephone behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-5 Configuring a digital feature phone . . . . . . . . . . . . . . [...]

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 . Your T eleVantage s ystem adm inistrator m[...]

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 ... “Customiz ing or turning off call announcing” on p age 18-6 S tation Features (Int erna l an alog station) Analog phone type “S pecifying your phone type” on[...]

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 “Setting up call notific ations” on page 13-14 Vie w Po i n t Log on automatically “Resetting V iewPoint so that login is required” on page 8 -3 Dou[...]

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 . See the next section. Q Recording a voice title . See this page. Q Chan g[...]

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. Changing the lang uage of telephone command prompts TeleVantage can play the tele[...]

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. Q External Direct. Calls from ex ternal callers who dial you directly. If you have a Dire ct Inward Dial (D ID) numbe r, or if a trunk lin e is rout ed dire ctly to yo ur[...]

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). However, if call waiting is turned off, y ou can easily intercept an incoming call visually in [...]

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. Note: If y[...]

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. 3. If you c hoos e to be liste d in the di al-by -name dire ctory, yo[...]

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. 2. Click the Phone Ring Patterns tab. 3. Under Ring p atterns , sel ect [...]

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. Choose Tools > Option s. 2. On the Phone Station F[...]

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. To config ure[...]

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. For in formation on SDNs, see “Using SDNs” on page 4-12 . When PDNs ring, picking up the pho[...]

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 . To enter a custom dial string—fo r examp[...]

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. If you have Call Monitor tabs other than “My Ph one,” you can set call alerts separately f or each tab-cate gory of calls (see “Call Monitor folder tabs” on pa[...]

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. Brings ViewPo int to the front of your desktop with the Call Monitor showing when a ca ll a[...]

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. Y our outbou nd Caller I D name is wha tever you r sys[...]

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. By def ault, re mote SIP en d points m ust call you using a n [...]

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. Fo r exam ple, you ca n he ar yo ur unhe ard (new) m essa ges in the or der newes t to oldest, a nd then you can hear yo ur he[...]

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. W hen you have s evera l i ncom ing ca lls a t once, you can have TeleVantage put each one[...]

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. Showing or hiding V iewPoint windo w elements You ca n show or h ide ViewP oint’s Na vigation pane, statu s bar, to olbars, a nd other window elements by checking or unchecking the[...]

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. For an explanation of the columns, c lick Help . 2. Do any of the following: Q In the Available c[...]

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. For example, in the Contacts folder, you could k eep the Name column on-screen when you scroll to th[...]

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 (.dll) files that add extra functionality to TeleVantage ViewPoint. Add-ins can enhance ViewPoint with custom toolbar or menu options, or process data behind the scenes, [...]

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 . Using the Reverse P hone Number Lookup sample Add-in The Rev erse Phon e Number Look up sampl e Add-in en ables you to r ight-click a phone nu mber and display a web page w[...]

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. To enable desktop alerts for new calls or new voice messages, check the ap[...]

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 . If unchecked, an unlimited number of alert windows can be open at the same time. Q Displ[...]

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. page 2-3, page 13-18 Recording [...]

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Appendices[...]

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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. Note: Press * at any t ime to return to a hi ghe r-lev el me nu. Call announc ing commands ___[...]

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. At any time w hile listening to the pr ompts, yo u can pre ss Flas h again to reconnect to the [...]

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. Quic k ca[...]

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. *57 Monitor another user[...]

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. Quic k cal l comma nds *14 Call as a queue. This logs your subsequent outbound calls as being placed by the queue, to keep track of which outbound calls are queue-related[...]

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. Logging on To log on to the Voicemail/Account menu , pick up your ph[...]

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. Using this command at a TeleVantage[...]

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. Personal St atus commands The commands shown in the following table are available [...]

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 What call center agents need to know to get the [...]

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. Whether or not this chapter applies to you depend s on the TeleVantage call distribution method th at your office uses, as follows: Q Use th is ch apt er if y ou are a[...]

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. See the n ext se ction, “Taki n g a break.” To st op receiv ing queue[...]

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. When you first sit down at a new phone to receive cal[...]

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. When you are signed out of a queue, you can see and affect its calls in [...]

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. Queue calls ignore y our routing list and only ring[...]

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. Your non-queue calls will not be[...]

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. While you are in wrap-up time, appears in ViewPoint status b ar[...]

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. To switch back to calling as yourself, pr e ss *14# at a dial tone. Deter[...]

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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 Monitoring queue statistics . . . . . . . . . . . .[...]

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 . You can assign agents an y n[...]

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. V iewing que ue statistics in [...]

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. Personal St at us icon Icon for the agent’s c[...]

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. The agent is signed in, and in the personal status Avail able or A vailable (Queue Only), an[...]

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. Does n[...]

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 . Inbound Calls Number of incoming queue calls that the agent has particip ated in since the beginning of [...]

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 . You can display queue statistics f or inbound calls only, ou tbound calls only, or all cal[...]

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. Ready agent s are those who are signed in, have their personal st atuses set to Av ailable or Available (Queue On ly), and are not currentl[...]

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. T otal t alk tim e T otal number of minutes that callers have spent tal king wit[...]

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. Combined St atistics Calls attempted T otal number of inbound calls r[...]

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. For exam ple, Cal ls Answer ed is counted as so on as the ca ll i[...]

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. An agent's personal status is the same across all queues. Q State. Displays the agent'[...]

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. Round robin Agents’ [...]

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. Disa blin[...]

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. Dialing *5 5 plays the q[...]

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. How moni toring a nd co aching app ear in t he Call Mo nitor When you are monitoring or coaching an agent on a ca ll, the call appears[...]

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 following ways: Q Signing agents in or out of a queue Q Changing an agent’s personal status Signing agents in or out of a queue An agent who is sign[...]

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. Changing an agent’ s person al status A agent who has the permission Change a n agent’s persona l status set to Allow can directly change the personal statu[...]

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. They also can create voice mailbox fol[...]

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 Using the Call Monitor . . . . . . . . . . . . . . .[...]

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 . For complete instructions o[...]

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. They ca n view incom ing AC D workgr oup c alls b y usin g the A CD workgroup tab in their Call Moni[...]

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. However, you may need to place outgoing calls as part of your w ork as an ACD workgroup agent[...]

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. You can search for recordings using a variety of criteria, edit or delete[...]

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. 4. To log on as another [...]

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. For example, entering “617” in the Number f[...]

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 . Q To reset the contents of[...]

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”.) If you select “S pec ific date”, enter the date in the tex t box using the form[...]

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”. Note that when you use Equals and Does no t equal , you cannot search based on part of the field’s contents—the criteria[...]

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. Use a question mark (?) to represent a single alphanumeric character. For example, to search for recordings of calls from the 617 area code and 555 exchange, add the criteria, “Numb[...]

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. The Save Search As dialog box opens. 2. Enter a name for your sear ch a[...]

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 . TeleVa ntage Server fr om which the recording was archived. Q Mailbox. User’[...]

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 . In the O ptions dia log box, e nter the Number of r[...]

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. Click , one of the audio controls at the bottom of the Browser, to export one or more[...]

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. 3. Click Delete to purge mailbox record[...]

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-3 Using the TeleVantage SoftPhone . . . . . . . . . . . . . . . . .[...]

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.323-b ased voice-over-IP telephone. To speak and listen, you can use your PC&apo[...]

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 of the following: Q A soun d card, speakers , and micro phone Q A USB phone Q A net work conn ection t o a TeleVa ntage Serve r runnin g TeleVant age[...]

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. When logging on to ViewPoint, click Opti on s to expand the Logi n d[...]

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. Placing a c all with the SoftPhone To place a call with the[...]

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. Uncheck a field to mute it. Set[...]

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. Click Remove to remove the selected IP address from the list. 5[...]

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.323 TAPI support, which has a limited ability to manage VoIP echo, jitter and packet loss, compared to a 'hard' IP phone such as the Uniden or Polycom phone[...]

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-3 Installing and configuring the eyeBeam S IP 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. Note: The co nf[...]

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. 323 SoftPh one.” No te that the e yeBeam SIP softph one prov ides high er[...]

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 1.1 30 04w or higher. It is re co mmend ed that y ou ha ve the eye[...]

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. 5. Check Enable this SIP account. This enab les[...]

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. Unche ck Enable VAD . Disabling VAD creates a more natural audio sound, since the eyeBeam will transmit audio continuously rather than stopping transmission when it doesn&apos[...]

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 a p roperly- configur ed SIP pho ne exte rnal stat ion (see “Configur ing a SIP p hone” on p age 6-14 ) , simply choose Station ID and ente r you[...]

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. eyeBeam sof tphone Pocket PC sof tphone Feature Directions   Dial ing a nu mb e r Dial numbers just as you would from a T eleV antage phone, incl[...]

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. The conference host manually accept s ca[...]

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.  Transfe r Click the phone’s Xfer button to perform a T eleV an[...]

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. The Targe t field shows the command line. Add switches to the end [...]

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. With terminalsvrmo[...]

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—ViewPoint , the Administrator, the Call Center Reporter , the Contact Manager Assistant, or the TAPI Service Provider—report the problem to your Tele[...]

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. 2. Choose Actions > Report a Prob l[...]

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) , 2-3 * commands (table for call center q ueue agents) , A-5 * commands (table f or norma l users) , A-3 ** (for Flash at rem ote phone) , 6-5 *10 (enable[...]

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 , 10-3 viewing them b eing monitored , C- 17 working as in ACD workgroups , D-2 work ing at a nother ph one , B-4 Agents Pane , C-4 All tab disp lay o[...]

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 determining if you are on call for a queue , B-2 ending your shif t , B-3 ready , B-2 star ting yo ur sh ift , B-2 taki ng a break , B-3 taki ng brea[...]

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 is in effect , 9-8 organ izin g by pr iority , 17-9 schedule conditions for , 17-6 Call Rules folder , 17-3 Call Wait button , 4-2 call waiting answe[...]

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 using the toolbar’ s dial field , 12- 2 usin g ViewP oint , 12-2 while on another call , 3-5 with hands-free answering , 4-5 playing audio into , 11[...]

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 ick be havior in , 18 -22 sharing , 8-24 copyin g and pastin g ViewP oint items , 8- 18 creating items , 8-17 CSV files, importing and exporting , 8-2[...]

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 in routing lists , 15-12 Flash during a call (table of commands) , 4-7 sendin g to Cent rex or an other PBX , 4-11 to put a call on hold , 4- 7 usin g[...]

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 ne , 4-4 enabl ing an d disa bling usin g ViewP oint , 18- 11 usin g , 4-4 Help, online , 1-6 hiding columns , 18-22 toolbar buttons , 18-2 4 win dow[...]

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 users’ calls , 12-14 moving items between folders in ViewPoint , 8-22 multiple line appearances, with call waiting , 4-4 music- on-hold, c ustomized[...]

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 for call center queue agents , 9-4 list of pre-de fined , 9-3 modif ying , 9-6 preferences for call handling , 9-7 recording names for , 9-7 selecting u[...]

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 , 8-22 My Num bers , 12-5 work groups , 16-15 purging archived reco rdings , E-1 1 Q Queue Monitor folde r , B-8 , C-3 Queue Statistics pane , C-8 queu[...]

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 , 4-3 usin g ViewP oint , 11-7 screen-pops for calls , 1-3 SDNs, using , 4-12 searching for call log entries , 14-7 for contacts , 16 -3 Server, changin[...]

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-3 voice mail/account menu , A-7 voice message comman ds , 5-4 when answering a call with call announcing , 4-2 tip of the day , 8- 8 tips of the day [...]

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 , 5-2 heard , 13-7 listening to using ViewPoint , 13-4 listening to while caller leaves , 4-3 , 11-7 new, i ndicat ions of , 13- 11 notification of , 13-[...]