Home

Vertical Communications TeleVantage TeleVantage 7.5 User's Manual

1. 0 0000 e eee eee eee About TeleVantage Vertical s award winning TeleVantage phone system integrates your telephone and computer to make your telephone a much more powerful tool You can manage your calls and voicemail by using either your telephone or the TeleVantage ViewPoint program which runs on your computer TeleVantage dramatically expands the ways in which you can place and receive phone calls This manual describes how to use the TeleVantage telephone commands and ViewPoint application Most ViewPoint instructions also apply to using ViewPoint Web Access For instructions on installing TeleVantage ViewPoint see Installing Tele Vantage For instructions on performing administrative Tele Vantage functions see Administering TeleVantage Accessing TeleVantage You can access TeleVantage by a Using the telephone m Using the TeleVantage ViewPoint application a Using TeleVantage ViewPoint Web Access m Using the TAPI Service Provider and the CMA Contact Manager Assistant Using the telephone TeleVantage provides a sophisticated system of voice guided menus that enable you to access most TeleVantage features by using the telephone commands on your telephone keypad You can press at the dial tone log on and then follow the voice prompts to listen to your voicemail forward your calls record greetings and so on When you are on a call you can press Flash to put the call on hold and then follow the prompts to t
2. 14 6 USING TELEVANTAGE Column Description DID On incoming lines your Direct Inward Dial number if the caller used it to call you DID is not applicable for outgoing lines Device On incoming lines the trunk or station number at which the call was placed On outgoing lines your station number Dial String Digits that TeleVantage actually dialed over the trunk which can be different than the digits TeleVantage displays in a contact s phone number For example a dial string can contain an international or long distance access code least cost routing information or dialing prefix or suffix Left Message A check in this field indicates that the caller left a voice message Result How the call ended For a list of possible results see Result in the previous table on page 14 4 Custom Data Custom data if any associated with the call Custom data can be collected by IVR Plug ins or call center queues that prompt the caller for information Searching for Call Log entries To search for one or more Call Log entries do the following 1 Click Tools gt Find from any view and click the Call Log tab ti Find Bm E Contact Call Log Find Call Log entries that match these criteria I Direction inbound and Outbound S New Search IV From Name or Number Charles Goud s s S Help T To Name or Number J Started after 2 Check each field that you want to s
3. Delete or undelete the message AJOIN I 1 Reply to the message Forward the message Call back the person who left the message 2 3 4 Call back the person who left the message and delete the message Skip to the previous message Save this message to the Saved folder Skip back 4 seconds in the current message Undelete all deleted messages Skip ahead 4 seconds in the current message During message received preamble Skip to the beginning of the message Ol OINIOIA During message Skip rest of the message 5 4 USING TELEVANTAGE Deleting and undeleting messages To delete a message press 3 during or after the message You can undelete messages as long as you remain in the current voice messages session If you hang up or back out of the voice messages menu all messages that you have deleted are deleted permanently Do one of the following to undelete messages while you are in a voice messages session a Press 3 to undelete the current message To undelete a previous message press 5 until you hear the message and then press 3 to undelete it a Press 8 to undelete all deleted messages Doing this changes all deleted messages to heard messages in your Inbox Replying to a voice message When you reply to a voice message you send a message of your own to the user who sent you voicemail Your reply message does not include the original me
4. a Reverse Phone Number Lookup See Using the Reverse Phone Number Lookup sample Add in on page 18 26 Desktop Alert See Using the Desktop Alert Add in on page 18 26 a Instant Messaging See Sending an instant message to an extension on page 10 5 The sample add ins provided with TeleVantage are located by default in C Program Files Tele Vantage Client AddIns You can create custom Add ins using the TeleVantage SDK s Add in API as described in the Tele Vantage Developer s Guide located in the Manuals directory of the Tele Vantage Master CD Managing Add ins To add remove or change options for an Add in do the following 1 Choose Tools gt Add in Manager The Add in Manager dialog box opens Add In Manager Name Author Reverse Phone Number Lookup Artisoft Inc 6 0 2557 Reverse Phone Number Lookup Displays a web page e g Google to look up the phone number for a call l contact voice message or call log entry To use it right click on an item and select Reverse Phone Number Lookup zi V Enabled Options Remove Close Help The dialog box lists all Add ins loaded in ViewPoint so far 2 To add a new Add in click Add Navigate to the Add in a DLL file and select it To remove an Add in click it then click Remove The Add in is detached from TeleVantage but the Add in file is not deleted To temporarily disable an Add in without deleting it from the li
5. Saved amp Private 1 Call Monitor E Voice Mail 2 ER Contacts E Call Log CE poB CHAPTER 13 MANAGING VOICE MESSAGES IN VIEWPOINT 13 11 Stutter dial tone A dial tone that begins with a stutter indicates that you have unheard voice messages To enable or disable stutter dial tone 1 Choose Tools gt Options The Options dialog box opens 2 Click the Phone Station Features tab 3 Select or clear Stutter tone 4 Click OK Message waiting light If your phone has a message waiting light that TeleVantage supports you can have it flash to indicate new voice messages For analog phones supporting CLASS message waiting lights you must enable the phone s message waiting light to make it work see Enabling a message waiting light on page 18 20 Note If more than one user is assigned to a phone the message waiting light and stutter dial tone occur if there are new messages for any of the users New message sound ViewPoint can play a WAV file whenever a new voice message is received See Playing a sound when a new message arrives on page 18 20 E mail pager and call notifications TeleVantage can alert you by e mail page or telephone call whenever you receive a new voice message This feature is handy if you are working at a remote location without ViewPoint You can then call your office or log on to ViewPoint Web Access and hear your messages You can receive notificat
6. Time in State The length of time that the agent has been in the current state for this queue Times 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 display period Does not include calls the agent participated in but did not answer see Total Calls All Calls placed Number of outbound calls associated with this queue that the agent has placed since the beginning of the queue s current display period Does not include calls the agent participated in but did not place see Total Calls All Time on calls The total time the agent has spent on this queue s calls since the beginning of the shift You can show this column separately for inbound calls outbound calls and all calls Longest call The length of time of the longest queue call including wrap up time that the agent handled since the beginning of the shift You can show this column separately for inbound calls outbound calls and all calls Avg call Average length of the agents queue calls including wrap up time since the beginning of the shift You can show this column separately for inbound calls outbound calls and all calls Longest talk The length of time of the longest single call the agent handled not including wrap up time You can show this column separa
7. lS TYGOODKIT x555 To display the SoftPhone keypad window choose Tools gt SoftPhone in ViewPoint You can also double click the SoftPhone icon in the system tray at the bottom right of your screen mi Placing a call with the SoftPhone To place a call with the SoftPhone use any of the following methods m Use ViewPoint s dial bar contact list Extensions pane or any other method to place a call from ViewPoint See Placing a call on page 12 2 m Enter the number to dial in the SoftPhone keypad Type the number into the text box or use the keypad numbers and then click Start Call Your SoftPhone connection behaves just like a TeleVantage internal station so you can dial TeleVantage extensions directly When placing an external call you must use an access code see Entering account codes when placing calls on page 3 3 Exiting the SoftPhone Important Exiting the SoftPhone disables it so that it no longer rings for incoming calls It is the same as unplugging your phone Callers to your number will hear ringing then be transferred to voice mail or the next action in your routing list To take calls at your regular phone after exiting SoftPhone first choose File gt Use a different station and switch your TeleVantage phone Then exit SoftPhone The SoftPhone Add in runs from within ViewPoint so it exits whenever you exit ViewPoint You can also disable SoftPhone from within ViewPoint by choosing
8. voicemail Recording a Create a recording page 11 8 grab and hold heard by incoming greeting callers when you put them on hold without talking to them first Automatically Log on to ViewPoint page 8 3 logging on without needing to enter your password Changing your Change the password page 8 7 password you use to log on to TeleVantage Displaying the Call Bring ViewPoint to the page 11 5 Monitor folder front with the Call automatically Monitor showing when you place calls from ViewPoint Setting e mail and Receive an e mail page 13 12 pager notification message or a page whenever you have new voice messages Setting deletion Choose how voice page 8 23 options messages are permanently deleted from the Deleted folder CHAPTER 18 CUSTOMIZING VIEWPOINT 18 29 Appendices APPENDIX A TELEPHONE COMMANDS QUICK REFERENCE CHAPTER CONTENTS Call announcing commands 0 00 c cee eae A 1 Call handling commands 0 000 A 2 Quick callcommands 0 00 aera aa aapa ors E aae A 3 Voicemail Account menu 6 nanna nannan A 6 This appendix provides a quick reference to the TeleVantage telephone commands For more instructions on using TeleVantage over the phone see Chapter 3 through Chapter 6 Note Press at any time to return to a higher level menu Call announcing commands If you have call announcing turned on you can use the following commands when you
9. CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 25 Using the audio controls TeleVantage s audio controls make it easy to create recordings and listen to recordings and voice messages Audio baea eluk 00 00 0 need These audio controls appear throughout ViewPoint in dialog boxes in which you can create recordings and listen to voice messages Creating recordings and playing voice messages You create recordings by speaking into your phone Record When you are ready to record pick up your phone and then click the button A beep signals that recording has begun Stop When you are finished recording you can either hang up or click the button gt Play Click the button to listen to the recording or voice message Click it again to pause playback To move forward and backward within the recording or voice message drag the slider bar lt 00 00 0 You can play audio either over your computer speakers or your telephone Choose Tools gt Audio Output to switch audio output from one to the other You can also use the button in the status bar When playing audio over the phone if your phone is on hook it will ring to connect you to the audio being played Note When sending audio to your phone ViewPoint displays a message identifying the station ID being rung Station IDs over 16 000 correspond to external stations created with the Imitate a station routing list option See Imitating a station at a remote numb
10. Predefined personal statuses for all users The following table lists the predefined personal statuses that are available to all users icon Status Description Available Lets people know that you are available to take calls All calls ring your phone You can turn call forwarding on if you want to take calls at a different location for example if you are working from home Call center agents can use this status to make themselves available For more call center agent personal statuses see the next table a Do Not Disturb Lets people know that you are not taking calls No calls ring your phone You can record a greeting that tells callers you will get back to them later and you can send your calls directly to voicemail Note You can create a call rule that overrides the Do Not Disturb personal status by allowing calls from specific people to ring your phone For more information see Chapter 17 CHAPTER 9 USING PERSONAL STATUSES 9 3 icon Status Description E In a Meeting Out of the Office 5 On Vacation These personal statuses let people know where you are when you are away from your desk Like Do Not Disturb by default these personal statuses send your calls directly to voicemail without ringing your phone though you can change that behavior with these statuses You can customize each of these statuses individually by recording a greeting that tells calle
11. 54 End wrap up This command terminates the wrap up time that follows a queue call During wrap up time the queue does not send you calls Ending wrap up makes you available to receive queue calls again 55 Hear real time call center statistics for a queue To use 55 you must have been given permission to do so by your TeleVantage system administrator 56 Sign in or out of a queue When signed out of a queue you do not receive calls from that queue even when you are available To use 56 you must have been given permission to do so by your TeleVantage system administrator Voicemail 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 phone and enter lt your extension gt lt your password gt When logging on from your own Tele Vantage phone you can skip the extension Enter lt your password gt If your voice mailbox is almost full when you log on TeleVantage prompts you to empty your Deleted folder Messages in the Deleted folder count against your total space for voice files For more information see Managing your voicemail quota on page 13 9 Logging on from a remote location Depending on how your system is set up you can log on from a remote phone by calling in and pressin
12. Call handling commands When you press Flash to put a call on hold you hear a menu of call handling commands see the next table The caller does not hear this verbal menu Flash Call handling Commands 1 Transfer the call Send the call to voicemail Disconnect from the call Reconnect to the call Create a conference call Park the call Use silent hold mutes menu until next keypress Send a Flash command to an external Centrex or PBX system rather than to TeleVantage O I NIOO AJOIN Get an internal dial tone dial a new call or use telephone commands beginning with 11 Enter an account code for the call or change the account code already entered 16 Start recording the call Press again to stop recording Flash Reconnect to the call The remainder of this chapter explains these call handling commands in detail Putting a call on hold After you answer a call you can put it on hold by pressing Flash To return to the call press Flash again or press 4 Important You cannot put a call to a queue auto attendant or IVR Plug in on hold If you do the call is disconnected Notes m f you hang up and have a call on hold the ringback feature in TeleVantage rings your phone after a period of time To disable ringback or change the ringback time see Turning ringback for calls on hold on and off on page 18 9 m Use the Flash button rather t
13. on the queue tab indicates that you are signed out for that queue For details about participating in a queue see Appendix B lt call owner gt tab Calls for users who have shared their Call Monitor folders with you appear on separate tabs labeled with the call owner s name For more information see Sharing your Call Monitor folder on page 11 19 Workgroup tab If you belong to a workgroup all current calls for the workgroup appear on a separate tab labeled with the workgroup s name For more information about workgroups see Using workgroups on page 16 14 CHAPTER 11 RECEIVING AND HANDLING CALLS IN VIEWPOINT 11 3 Showing hiding and reordering Call Monitor tabs To show or hide individual Call Monitor tabs as well as choose their order do the following 1 Choose View gt Current View gt Show Tabs Call Monitor Show Tabs xi Available tabs o these tabs in this order all lt Remove El My Phone x ACD Sales I Show all parked calls Cancel Help 2 Select a tab name and click Add or Remove to show or hide it Use the up and down arrow buttons to arrange the order of tabs 3 Check Show all parked calls if you want your Call Monitor to display calls parked by any TeleVantage user If checked A Parked Calls tab becomes available that displays all parked calls If unchecked your Call Monitor shows only parked calls that you parked yourself For an explanation of park
14. 1 Click Custom Hours The Custom Hours dialog box opens Hours l Holidays The following days and times define the schedule T Monday T Tuesday 9 00 AM 5 00 PM I Saturday J Sunday Cancel Help Check the days for which you want to set custom hours Replace the default times with the hours during which you want the call rule to be active The call rule will be active during these hours on the selected days Note You can enter multiple time ranges separated by commas for example 9 00 AM 12 00 PM 3 00 PM 6 00 PM 4 Click OK To have the call rule activate on an individual date 1 Click Custom Hours and then click the Holidays tab 2 Click Add The Custom Date dialog box opens I Custom Date 5 21 2001 C Allday Partial day Partial day hours Active hours begin at 3 00 AM Active hours end at 12 00 PM Enter a Custom Date on which the call rule will be active To schedule this rule for the whole day accept the default of All day Select Partial day if you want to set specific hours CHAPTER 17 USING CALL RULES 17 7 5 If you select Partial day enter the Active hours for the day 6 Click OK when you are finished setting the schedule Selecting how a call rule handles a call Calls are normally handled with your active settings such as your standard greeting and routing list Call rules override one or more of these settings to handle calls in different ways
15. 2 Specify the recordings that you want to delete from the archive Selecting recordings to purge works the same as using the Basic tab to search for recordings See Search criteria on page E 4 for a description of each field 3 Click Delete to purge mailbox recordings that match your criteria from the archive Click OK at the warning message to confirm the purge Importing a recording archive from TeleVantage 6 x Important The information in this section applies only if your system was upgraded from TeleVantage 6 x which stored archived recordings in xml format Perform the steps in this section to import an existing recording archive into the SQL Server database used by the TeleVantage 7 archive service Note Depending on the number of recordings in the archive importing can take a long time To import a recording archive via the Archived Recording Browser 1 Start the Archived Recording Browser according to the instructions on page E 1 2 Choose File gt Import XML Archive 3 Navigate to the network location of the recording archive Index xml that you want to import and click Open E 12 USING TELEVANTAGE APPENDIX F USING THE TELEVANTAGE H 323 SOFTPHONE CHAPTER CONTENTS About the TeleVantage H 323 SoftPhone 220000 ee eee F 2 Defining the TeleVantage SoftPhone as your external station F 3 Using the TeleVantage SoftPhone 0 c eee eee F 4 Configuring the TeleV
16. 3 Click OK Moving columns To move a column click its header and then drag and drop it to a new location You can also move columns by using the Show Columns dialog box see the previous section Resizing columns You can change column widths by dragging the sides of the column headers Sorting by column Click a column header to sort the items in a folder by the information in that column Click the column header again to sort in the reverse order The column in the folder that contains an arrow is the column by which the display is currently sorted The direction of the arrow indicates the order Name Kj CHAPTER 18 CUSTOMIZING VIEWPOINT 18 23 Keeping columns in view when you scroll horizontally 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 keep the Name column on screen when you scroll to the right so that you can always see the names of your contacts as you view other information about them The lock line is originally just inside the first column of the folder The mouse pointer changes to a lock icon when you hover over it After you drag it to a column division the locked columns to the left are shaded Contacts PIN Phone Number Charles Gould 201 888 9999 Cynthia Caylor 15 212 876 0101 Damon Salathe Grant Mead 206 555 0101
17. Placing calls from a queue on page B 8 Phone If you see a Phone pane showing the name of another user it indicates that that user is logged in to your station While that user is logged in calls you place using the phone will be subject to that user s dialing restrictions and logged as coming from that user To restore the station to yourself pick up the phone and dial 00 Personal Status The current personal status of the user logged on to ViewPoint Click the personal status button to choose a different personal status See Chapter 9 for information on personal statuses Audio output You can click these buttons to switch ViewPoint s audio output between your computer speakers and your phone Audio output includes playing your voice messages Click the arrow to the right of the button to switch your audio output Call forwarding The FWD button appears as a reminder when you have forwarded your calls Double click the button to open the Call Forwarding dialog box in which you can change or turn off call forwarding See Forwarding calls on page 15 3 E FWD 7 Hiding and showing ViewPoint window elements You can hide or show each of ViewPoint window elements except the menu bar Use the View menu commands to toggle an element between hidden and shown For example to hide or show the status bar choose View gt Status bar 8 12 USING TELEVANTAGE Locking ViewPoint window elements You can lock the layout of y
18. Speak to the recipient and announce the caller A dialog box opens and asks you if you want to complete the transfer or cancel it Supervised Transfer P Transferring to Adam O Toe Complete Conference Choose one of the following options CHAPTER 11 RECEIVING AND HANDLING CALLS IN VIEWPOINT 11 11 ma Complete The transfer is completed and the call disappears from your Call Monitor You can also complete the transfer by hanging up the phone m Conference The caller the recipient and you are all connected in a conference call a Cancel The transfer process ends and you are reconnected to the caller so you can transfer him or her to voicemail or another destination Transfer tips for Operator users By using workgroups and showing the Extensions tab of the Phonebook pane in the Call Monitor folder you can easily find and choose the recipient of a call that you want to transfer Define workgroups to represent the departments of your office When transferring a call you can then view only the members of a workgroup for example the Marketing workgroup You can see at a glance the names of members of the Marketing department and who is available to take a call See Using workgroups on page 16 14 and Adding the Phonebook Pane to the Call Monitor folder on page 8 15 You can also transfer calls more easily by resizing the Transfer To dialog box by showing and hiding columns and by sorting calls by column See
19. Under Handle calls using the following settings check any combination of the following options Note that you must check at least one option or your call rule will do nothing m Greeting Select a greeting Callers handled by the call rule will hear that greeting if they reach your voicemail a Routing List Select a routing list Calls handled by the call rule will follow that routing list a Taking calls Select whether or not calls handled by the call rule ring your phone If set to Yes incoming calls follow your active routing list which usually includes ringing your phone If set to No incoming calls are sent directly to the final action on your active routing list which by default is your voicemail Note that a setting of Yes overrides the personal status Do Not Disturb ma Personal Status Select a personal status Calls handled by the call rule will be handled as if that personal status were in effect Note that the call rule s own settings for greeting routing list and whether you are taking calls override the preferences in the personal status You can click the buttons next to Personal Status Greeting and Routing List to create a new item of each type Press ALT and click a button to edit the currently selected item Enabling or disabling a call rule You can enable or disable existing call rules Disabled call rules remain in storage but do not handle any calls until you enable them again To enable or disable a
20. ccccecceceeeeteeeeeeeteeees F 2 Recommended USB phones 0 ecceceeeeceeeeeneeeeeeeeeeeeeaeeeeeeneeeeenenes F 2 USING TELEVANTAGE SoftPhone requirements ce esse ceeeeeeseceeeeeeseeeeeeeeeseeeeeeeeseneeeneeees F 3 Defining the TeleVantage SoftPhone as your external station F 3 Using the TeleVantage SoftPhone eee eeeeeeeeeeeeeeeneeseneeeeneeeeneees F 4 Starting the TeleVantage SoftPhone eee eeeeseeeeeeeeeeeeeeeereeeees F 4 Showing the SoftPhone keypad WiINdOW eceseeeeseeeeeereeteeeees F 5 Placing a call with the SoftPhone eee cece eeeceeeeeeeeeeneeeeeeeeeaee F 5 Exiting the SoftPHONe eeeeeeeenceseeeeeceeeeeceseseeeeeeeseseneesneeneeneees F 5 Configuring the TeleVantage SoftPhone eeeesseeeeeeeeeteeeeneeteaes F 5 Adjusting microphone and speaker VOIUME seeeeeeeeeeeereeeees F 6 Setting preferences ee seeeeeeceseeeececeseeeneeeeeseeceeeeeeeseseeesereeeneneeeees F 6 Setting call restrictions ee seeeecseeseeeneeseeeeeceeeeeeeseseneeeneeeneeeeaees F 6 Keeping the keypad window always ON tOP eeeeeeeeeeeereeeereee F 7 Using the stand alone SoftPhone 0 0 0 eee eeeeeeeeeeeeeeeeeseeeeeneeeeneees F 7 Configuring the stand alone SoftPhone cece eeeeeeeeeeneeeteeeees F 7 SoftPhone NOTES iehi chs scee chk este hades dup retoer dis ie iet aeiia eiaa F 8 Appendix G Using the CounterPath SIP softphones 5 G 1 Ab
21. greeting When the call rule handles a call the Standard greeting is the one used Call rule settings override all other settings for routing list taking calls and personal status See Active settings hierarchy on page 9 12 17 2 USING TELEVANTAGE Examples of how you can use call rules m Calls from your Friends workgroup can follow a routing list that tries you at several locations in the office during business hours a During your lunch hour you can have a special At lunch greeting that plays to callers before sending them to voicemail m Youcan have the Do Not Disturb personal status turn on automatically every day at 6 00 pm but only for internal callers a You can create a contact called Nuisance Callers and associate the phone numbers of salespeople with that contact Those callers can follow a routing list that plays a greeting and then hangs up without ringing your phone The greeting can say I m sorry I don t accept calls from salespeople during business hours The Call Rules folder The Call Rules folder lets you view and manage your call rules To open the Call Rules folder click the Configuration icon in the navigation bar eS Call Rules ertical Tele antage YiewPoint File Edit View Tools Actions Help anew h x av Configuration Call Rules Dial Enter a number or name to dial Favorite Folders x Enabled Caller Con
22. 1 Select one of the following A call in the Call Monitor if the other user has shared his or her Call Monitor with you A user in the Extensions list who is currently on a call A call center queue agent in the Agents pane of the Queue Monitor see Appendix 2 Choose Actions gt Supervise and select the supervisor mode you want to use The option is available only if both you and the other users in the call permit that supervisor mode To supervise another user s call using the telephone 1 Pick up the phone and enter one of the following commands at the dial tone a 57 Join m 58 Coach a 59 Monitor 2 Enter the extension of the user whose call you want to monitor coach or join followed by 3 Press 1 to confirm the extension or press to enter a different extension Note You can enter the complete digit string rapidly without waiting for the prompts For example 58 102 1 to coach extension 102 4 Once connected to the call you can use the following telephone command options m To change the supervising mode for example from monitoring to coaching press Flash then enter the code for the new mode m To supervise a different user press Flash to return to the dial tone then begin again Using the TeleVantage or eyeBeam softphones For instructions on using the TeleVantage H 323 SoftPhone see Appendix F For instructions on using the eyeBeam SIP softphone included with TeleVant
23. 16 9 benefits of recognition 16 8 default phone number 16 6 deleting phone numbers used for identification 16 9 entering 16 4 entering phone numbers for 16 6 folders for 16 2 identifying by caller ID 16 8 importing and exporting 8 27 in other contact manager applications 16 13 PINs for 16 12 placing calls to 12 3 private and public 16 3 recording voice titles for 16 7 INDEX contacts cont d searching for 16 3 telephone prompt language for 16 6 Contacts folder adding as a pane in Call Monitor 8 15 A Z buttons in 16 3 double click behavior in 18 22 sharing 8 24 copying and pasting ViewPoint items 8 18 creating items 8 17 CSV files importing and exporting 8 27 custom data viewing 11 5 custom hours for call rules 17 7 cutting and pasting ViewPoint items 8 18 Cybiolink phones configuring in ViewPoint 18 5 with voice first answering 4 5 D default phone number for contacts 16 6 default station changing 8 7 delay when dialing extensions skipping 3 3 Deleted folder 8 23 deleting ViewPoint items 8 17 deleting voice mail permanently 8 17 using the phone 5 5 using ViewPoint 8 17 Desktop Alert Add in 18 26 dial bar 12 2 dial tone stutter at beginning of 5 3 dial by name customizing your listing in 18 9 using 3 4 dialing services entering access code for using the phone 3 3 selecting using ViewPoint 12 8 dialing See placing calls digital phones configuring 18 13 usi
24. 8 21 adding Calls pane to 8 15 columns in 18 22 for contacts 16 2 for voice mail 13 2 locking current one 8 16 managing 8 22 opening in new windows 8 14 private and public 8 22 sharing 8 24 sorting by column 18 23 viewing shared 8 25 fonts changing in ViewPoint 18 24 forwarding calls overview 15 3 and Where I Am 15 2 as displayed in Extensions list 10 2 prompting for password 15 5 prompting to accept or decline 15 5 status bar button for 8 12 to Centrex extensions 15 6 turning off 15 5 forwarding calls cont d using the phone 5 9 using ViewPoint 15 3 and voice mail 15 6 when logging on 8 7 forwarding voice mail using the phone 5 5 using ViewPoint 13 4 freezing columns 18 24 FrontOffice 2000 1 3 FWD button on status bar 8 12 G GoldMine 1 3 grab and hold 11 8 grab and hold greeting default text of 11 8 greetings overview 13 18 active 13 19 available space for 5 8 e mailing 13 20 for when you re on the phone 15 14 grab and hold 11 8 hierarchy for 13 20 managing using the phone 5 7 options after recording 5 8 personal status default 13 20 playing into a call 11 13 recording using the phone 2 3 recording using ViewPoint 13 20 system camp on 15 14 System Hold Greeting 15 13 text of initial one 2 3 used with call rules 17 8 personal statuses 9 8 routing list final actions 15 15 routing lists as an action 15 11 Greetings folder 13 19 groups placing calls t
25. Call Monitor Play this greeting Grabbing and holding the call on page 11 8 Display Call Monitor Displaying the Call Monitor folder automatically on page 11 5 Actively sorted Automatically sorting new calls on page 11 2 Grouped by owner on All Displaying calls on the All tab on tab page 11 4 Call Alerts Customizing incoming call behavior on page 18 16 Change Changing your password on Password page 8 7 18 4 USING TELEVANTAGE Customizing telephone behavior The options described in this section allow you to customize your interaction with TeleVantage on the phone These options include m Specifying your phone type See the next section m Recording a voice title See this page m Changing the language of telephone command prompts See page 18 6 m Customizing or turning off call announcing See page 18 6 Customizing or turning off call waiting See page 18 8 a Displaying Caller ID on a phone See page 18 8 m Turning ringback for calls on hold on and off See page 18 9 m Changing your personal Operator See page 18 9 Customizing your listing in the dial by name directory See page 18 9 Customizing how long your phone rings See page 18 10 m Changing ring patterns See page 18 11 a Enabling and disabling hands free answering See page 18 11 a Enabling and disabling voice first answering See page 18 12 m Customizing your hold music See page 18 12 Specifying your pho
26. For example you can dial other Tele Vantage users by name and use special key combinations to redial your last call or call back your last caller Depending on your Tele Vantage system you can also place calls over Centrex lines or over the Internet This chapter explains the following aspects of placing TeleVantage calls on the phone m Dialing internal and external numbers a Dialing by name m Placing calls while you are already on a call Redialing the last number you called returning the last call that arrived and disabling call waiting for a call m Placing calls to an IP address For information about placing calls visually by using TeleVantage ViewPoint see Chapter 12 Using a phone other than your own If you use another user s phone to place calls you are subject to that user s dialing restrictions outgoing Caller ID information and other settings and your calls are logged as being from that user To make sure that your calls are placed and logged as yourself do the following 1 Log on to the station by picking up the phone and entering lt your extension gt lt your password gt Your office may use an initial log on key other than Then press 5 1 to forward your calls to that phone 2 When you are finished placing calls at the other user s phone log off from that phone by pressing 0 0 Note If the phone is idle for too long for example over an hour you may be logged off automatically Using
27. For more information about call forwarding see Chapter 15 You can use call sharing in the following ways Acoworker can cover your calls when you step away from your desk Your assistant can screen all your calls and pick up routine calls while letting important calls go through to you directly Example A manager shares calls with an assistant so that the assistant can see the manager s calls Based on the caller s name or number the assistant lets some calls go through answers other calls and sends some calls directly to the manager s voicemail If another call arrives while the manager is already on a call the assistant can see with whom the manager is talking determine if the current call is too sensitive to be interrupted and handle the call appropriately Note Calls you receive from a call center queue can be seen only by fellow agents in your queue even if you are sharing your Call Monitor folder with other users For instructions on sharing your Call Monitor folder see Sharing folders on page 8 24 Viewing shared calls When users share their Call Monitor folders with you the following tabs appear in your Call Monitor folder A lt call owner name gt tab for each user who has shared calls with you This tab displays only the calls for that user m The All tab which displays all calls including shared calls The calls are organized by call owner name See Call Monitor folder tabs on page 1
28. Likewise if anyone other than Jim calls after business hours the call rule does not activate Setting caller conditions Under Activate this rule based on the following conditions check the types of callers to whom you want the call rule to apply If you select more than one caller condition the call rule will apply if any caller condition is met For example selecting internal callers and your Friends workgroup will activate this call rule if any internal user or any member of the Friends workgroup calls You can select one or more of the following caller conditions a Person or Workgroup A specific user contact or workgroup Select the item from the dropdown list To create a new contact or workgroup click VY To edit the current contact or workgroup ALT click VL See Entering a new contact on page 16 4 and Creating a workgroup on page 16 15 a Internal callers TeleVantage users a External callers Callers from outside of your TeleVantage system a Unidentified callers Callers from outside of your TeleVantage system who are also not identified as contacts CHAPTER 17 USING CALL RULES 17 5 Setting schedule conditions To make the call rule active during certain dates or times only check Calls at certain dates or times If Calls at certain dates or times 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 conditi
29. Queue Statistics Pane Avg talk time Length of the average time that callers spent talking with agents Calls to voicemail Number of calls that went to voicemail without being handled by an agent as a result of callers pressing the key to leave voicemail Total talk time Total number of minutes that callers have spent talking with agents Longest time Length of the longest time in each of the following categories by day only Talk time Time spent talking with an agent Wait time Time spent waiting on the queue Average wait time Average length of time callers waited on the queue for each of the following categories All calls All inbound calls to the queue Answered calls All calls to the queue in which the caller spoke with an agent Abandoned calls All calls to the queue in which the caller hung up or left a voice message Redirection Number of calls that have been automatically redirected by the queue for each of the following categories Maximum hold Calls that reached the maximum wait time without being answered Queue busy Calls that were redirected because the queue was too busy Queue closed Calls that were redirected because the queue was closed Outbound Siatistics Calls placed Number of outbound calls placed by this queue Calls completed Number of connected calls that are now over Calls connected Number of calls that have co
30. To specify whether a workgroup has a tab in the Extensions list 1 Select the workgroup in your personal Workgroups folder or the public Workgroups folder see Personal and public workgroups on page 16 15 2 Choose Actions gt Show as Tab in Extensions view If the menu choice is checked the workgroup appears as a tab For more about the Extensions list see Chapter 10 CHAPTER 16 MANAGING CONTACTS AND WORKGROUPS 16 17 CHAPTER 17 USING CALL RULES CHAPTER CONTENTS Ab o tcallr leS eas ond adedet ahead taba e aaeh gaia 17 2 The Call Rules folder nnn ade dotaee hah adendeh he dudes Sa adiged ghia 17 3 Creating a new call rule 00 000 c eee eee 17 4 Enabling or disabling a call rule 0 0 0 eee eee 17 8 Choosing the priority of a call rule 0 00002 eee 17 9 Ignoring all callrules 2 0 eee 17 10 About call rules TeleVantage call rules enable you to handle specific incoming calls differently than other calls For example you can create a call rule for your friend Jim so that he is routed to your cell phone and hears a special voicemail greeting whenever he calls Call Rules overview To create a call rule you determine two things m Which incoming calls activate the call rule How the call rule handles those calls Distinguishing which incoming calls activate the call rule You can distinguish which incoming calls are handled by a call rule by using one or both
31. USING THE CALL LOG FOLDER 14 9 Note The Notes pane contains a call recording note if the call was recorded automatically by a call center queue To play a call recording Select the call then choose one of the following commands Actions gt Open User Recording Plays call recording that you made manually Actions gt Open Queue Recording Plays a call recording that was made automatically by a call center queue Note Ifa command has multiple recordings to choose from it plays the last recording made by the first user or queue to make recordings For example if you recorded two sections of a call the last recording would play If a call was handled by two queues each of which automatically recorded it the first recording would play Sharing the Call Log You can share your Call Log view with other users so that they can view it in their own ViewPoint See Sharing folders on page 8 24 Reporting on the Call Log If you want to create reports based on the Call Log you can do either of the following m Export the Call Log and analyze the data in Microsoft Excel See Importing and exporting TeleVantage items on page 8 27 Run the TeleVantage Call Center Reporter by choosing Tools gt Reports You must have the required licenses to use the Call Center Reporter and you also must have permission to use it See your Tele Vantage system administrator about installing and running the Call Center Reporter Exportin
32. are no items to show in this view l ian A Call Monitor Gy ppr 8 Extensions y cecilia st John y S Courtney Barnst Call Monitor gt gi Default Auto Att T D Jenny Benton amp Voice Mail History la Notes Sy Lou Antander 22 contacts gt S Miri Anatolia i All Sales Doc B Po E Myphone ar J ses OTtems Miri Anatolia x555 Available J lt Enter notes here E In the Call Monitor folder you can m See who is calling you and take the call or send it to voicemail ma Click calls to transfer them put them on hold send them to voicemail or perform other actions Move among multiple calls on hold with a click of the mouse Record calls a Conference calls including creating or starting a conference Each row in the Call Monitor folder is an item that contains information about one call or one party in a call Conference calls appear as a grouped item with each party to the conference call as a separate indented row For an explanation of Call Monitor folder columns press F1 for online Help For information about changing the Call Monitor folder columns that are displayed see Customizing columns on page 18 22 Automatically sorting new calls By default new calls appear below existing calls when they arrive Instead you can have the Call Monitor automatically sort the folder according to your sort criteria whenever new calls arriv
33. by your system administrator only 4 12 USING TELEVANTAGE 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 can answer and screen the call and put it on hold The assistant can then let her boss know who is on that particular line and the boss can take the call simply by picking up the phone You can make outbound calls on an SDN line Using custom mapped Tele Vantage commands You can map TeleVantage features to your digital phone s programmable buttons For instructions see Configuring a digital feature phone on page 18 13 Once a feature has been mapped to a programmable button you can simply press the button to activate the feature For example pressing a button mapped to the Do Not Disturb feature turns on the Do Not Disturb personal status Speed Dial with illuminated buttons If your system has enabled the Busy Lamp Field BLF feature and you map a programmable button to Speed Dial a Tele Vantage user then that button s LED lights up whenever the target user is on a call This lets you see whether users are available to take your calls The light illuminates only when the target user is on a call it does not illuminate for other types of TeleVantage unavailability such as Do Not Disturb The Speed Dial target must be a TeleVantage user BLF does not work with Speed Dials aime
34. cont d refreshing search results E 11 restoring recordings to Servers E 11 running E 1 saving current search E 8 searching for recordings E 2 sorting search results E 9 specifying search criteria E 4 archived recordings managing individual recordings E 8 purging E 11 searching for E 2 archived voice mail 13 3 associating from a Call Log entry 14 8 from a voice message 13 7 from an active call 11 14 audio controls using 8 26 audio messages playing into calls 11 13 audio output changing 8 12 Available personal status 9 3 B beep double for contact account code prompt 3 3 with call waiting 18 8 blind transfers defined 4 8 using the phone 4 8 using ViewPoint 11 11 bookmarks for voice mail 8 26 bottom line of ViewPoint screen See status bar breaks taking in ACD workgroups D 4 busy handling calls when 15 14 C call announcing overview 4 2 answering calls with 4 2 USING TELEVANTAGE call announcing cont d commands for answering A 1 turning off 18 6 using with certain calls only 18 6 call center agent availability B 2 agent workday procedures B 2 determining if you are on call for a queue B 2 ending your shift B 3 ready B 2 starting your shift B 2 taking a break B 3 taking breaks B 2 unavailable B 2 using Contact Manager Assistant B 9 viewing pop up information about a caller B 9 wrap up time B 8 call forwarding See forwarding calls Call From prom
35. or Server Click OK ViewPoint starts If you are a new user when you log on to ViewPoint you will see the ViewPoint Welcome Wizard see page 8 8 for details including how to turn the Welcome Wizard off New and current users will see ViewPoint tips of the day when they log on To turn tips off restore them or view them any time choose Help gt Tip of the Day Resetting ViewPoint so that login is required 1 2 3 Choose Tools gt Options The Options dialog box opens On the ViewPoint tab uncheck Log on automatically Click OK CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 3 Using ViewPoint with a different phone or Server By clicking Options in the ViewPoint Logon dialog box you can change the following login settings a The associated phone ViewPoint works best in conjunction with a phone when you can use the Place Call commands make recordings and more ViewPoint can be associated with only one phone internal or remote at a time You would change the associated phone whenever you wish to use a different phone with ViewPoint for example your desktop computer has been moved to a different office or you move your Notebook PC to a conference room phone or to home You can also change the associated phone after logging on by selecting File gt Use a different station The TeleVantage Server ViewPoint connects to a specific TeleVantage Server If multiple Tele Vantage Servers are available on your networ
36. specify a The Call Monitor folder a The Voicemail folder a The Contacts folder a The Call Log folder Those users can access the folders that you share with them from their ViewPoint programs according to access levels that you specify You can grant individual users specific levels of access to your shared folders Example If you and two coworkers are working on the Gould project you can create a Contacts folder called Gould in which you keep important contacts at the Gould office You can share the Gould folder with your two coworkers so that all three of you have access to Gould contacts phone numbers Notes m Voice messages marked Private do not appear in a shared folder m Calls from a call center queue do not appear in a shared Call Monitor To share a folder 1 Inthe Favorite Folders list click the folder that you want to share 2 Choose File gt Folder gt Share Folder The folder s Properties dialog box opens at the Sharing tab Call Monitor Properties x General Sharing Available users Share with these users Admin Cecilia St John Dick Yannopoulos Dingo Frye Frank Smith John Sargent Joshua Fields Kevin Flaherty Onerator Permission gt X Cancel Apply Help 3 Select the users in the Available Users list with whom you want to share the folder To select multiple users press CTRL as you select users 8 24 USING TELEVANTAGE 4 Click Add The
37. 13 19 Greeting hierarchy s 2 33 02 ide side tees a ee ee 13 20 Recording a new greeting 0 0 eee eeeceseeeeceeeeeceeeeaeeeeseeseeeeeeeaeeeaes 13 20 E mailing a greeting ii ticncat nies ihiibed ieee 13 20 Playing a greeting into a Call eee eee eee cseeeneeeeeeeeeneeeeeeaeeeaes 13 21 Chapter 14 Using the Call Log Folder ccssccseeseeeeeeeeeeeeeeeees 14 1 The Call LOG Older iinet seck tes cpievciczshedon dene sanexetedenstoiespiensiedexdpzennd ec 14 2 Call Log folder filters ee eeeesceeeceeeceeeeeceserenesaceseeeneesesenesaeesetenss 14 2 Call Log folder COIUMINS eee eceececeeseeeeeeeneeeeeeeeeeeeeteeesneeeaeeeneeees 14 2 Viewing call details eee eeeseeereeeeeseeceeeeeeeeeceeeeessesseesereneesereaees 14 5 Searching for Call Log entries eee eee eeeeeeeeeeereeeeteeeeneteneeees 14 7 AEE E tet cede vcd OA TE E A 14 8 VIEWwing a Calll SMISTONY e aiiora aain a e areira io eani noi 14 8 Taking notes on a Call Log entry sesseeseeseerierrierierrerrnerrnereeereene 14 8 Associating a call from Unknown with a contact eee 14 8 Returning a call in the Call Log folder eee ee eee terete 14 8 Entering an account code for a Call Log entry 14 9 Opening the contact record from a contact s Call eee eeeeee 14 9 Listening to a recorded call from the Call Log eee 14 9 Sharing the Call Log 0 ee eeeeeeeeenee sees eeeeeeeeeeeeeaeeeeaeeeeeeeeeeeeea 14 10 Reporting on the Call LOG eee eeseeeeeeeen
38. 15 workgroup s extension To place an intercom call 2 way audio dial 15 plus a user s extension See Placing a page or intercom call on page 3 6 Start and stop recording a call You can press 16 at the 16 dial tone then dial the call You can also press Flash 16 at any point during the call to start or stop recording Associate a trunk with an external station so that 17 subsequent placed calls are treated as originating from the station This command is valid only after logging on to an account that has an assigned external station Test the Internet connection between a VolP TeleVantage station and the TeleVantage Server After 18 pressing 18 from the VoIP station the system echoes back anything you say enabling you to judge delay To end the test press or hang up This command is available only from VoIP stations APPENDIX A TELEPHONE COMMANDS QUICK REFERENCE A 3 Quick call commands Test hold audio Enter the ID number of a hold audio source to hear the audio exactly as callers on hold are 19 hearing it See your system administrator for the ID numbers of hold audio sources 50 56 See the next table for a list of quick call commands for call center agents and supervisors 57 Monitor another user s call The other parties in the call cannot hear you 58 Coach another user s call The other user can hear you but the ot
39. Call Monitor folder you can create a voice title for the contact based on the recording of the caller s name that was made by the caller To create a voice title in this way check Use this voice title You can test the recorded name by clicking the button to the right of the field Note This field is available only if there is a recorded name available to capture 6 If you want only to label the individual call or voice message with the contact s name uncheck Use caller identification for this contact If you want TeleVantage to associate all subsequent calls from that phone with the contact check Use caller identification for this contact and select one of the following a Number TeleVantage uses the phone number to recognize subsequent calls a Name TeleVantage uses the Caller ID text to recognize subsequent calls a Callback TeleVantage uses the callback number entered by the caller This option is only available if the caller entered a callback number See the next section for more information 7 Click OK You cannot associate a phone number or Caller ID text with a public contact unless you have permissions to edit public contacts You can however label an individual call as being from a public contact Understanding name and number on Caller ID When you receive a call TeleVantage receives two pieces of information about where the call originated the phone number and the Caller ID name You can associate either o
40. Changing the font of a ViewPoint folder You can choose the font and size of data in each ViewPoint folder To do so go to the folder then choose View gt Current View gt Font Changing how names are displayed Several folders in ViewPoint display names and allow you to sort by the columns in which they appear For example in the Contacts folder and the Extensions list one column contains names To specify how names are displayed in a folder 1 Choose Tools gt Options The Options dialog box opens 2 Click the ViewPoint tab 3 Under Name Format select the format that you want a First name Last name Joe Smith m Last name First name Smith Joe 4 Click OK Hiding and showing toolbar buttons in a folder In any folder you can hide or show buttons on the toolbar Click the triangle at the far right of the toolbar and choose Add or Remove Buttons In the menu that opens check or uncheck a toolbar button to hide or show it 18 24 USING TELEVANTAGE Enhancing 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 for example monitoring incoming calls for Caller ID that matches certain criteria TeleVantage comes with the following Add ins a TeleVantage SoftPhone See Appendix F Using the TeleVantage H 323 SoftPhone
41. Customizing ViewPoint for Operators on page 18 21 Recording a call If your TeleVantage system administrator has given you the required permission you can record your TeleVantage conversations including conference calls By default recordings appear in your Voicemail Inbox folder although the system may be configured to send them to another extension s Inbox The maximum length of a single recording is equal to the total number of minutes available in your voice mailbox By default this is 20 minutes but your TeleVantage administrator may have set a different limit Important You cannot receive more voice messages when your voice mailbox is full You should check your available mailbox space after recording any conversation to be sure that you have space for new voice messages See Managing your voicemail quota on page 13 9 for more information To record a call 1 During an active call choose Actions gt Start Recording Tele Vantage starts to record the call You may hear a regular beep while recording depending on your system configuration 2 To stop recording before the call is finished choose Actions gt Stop Recording 11 12 USING TELEVANTAGE 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 Select the recording Choose Actions gt Play Note You can also play call recordings from the Call Log See Listen
42. Entering an IP address 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 a For an H 323 Internet address enter the IP address of the remote H 323 device or TeleVantage Server to which you want to connect For example 123 45 67 89 or abccorp com Fora SIP Internet address enter the SIP URI of the party you want to call For example sip vwilliams abccorp com i Place Call To forx New Call Call using 6 Intemet number o Name Address 23 45 6788 O J If the IP address connects you to an external H 323 Gateway you can dial a phone number through it by appending the phone number to the IP address Separate the address from the phone number with a slash character for example 123 45 67 89 6173540600 If the IP address connects you to a remote TeleVantage Server you can append a user s Direct Inward Dial DID number in the same manner for example 123 45 67 89 2717 You cannot append a user s extension Checking a number To confirm that TeleVantage has correctly interpreted a number or address that you have entered for example that it has recognized the correct country on an international call click next to the Number or Address field The Check Phone Number dialog box opens You can correct any dialing errors here before you place the call Note The dialog will open automatically if the number you entered was unclear x Mobil
43. Finish The contacts in the CSV file are imported CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 29 Note When text is imported from a CSV file a comma in the text breaks the text between fields unless the text is within quotation marks To export contacts to a CSV file 1 Choose File gt Import and Export The Import and Export Wizard opens Import and Export Wizard Choose an action to perform Export Contacts Export Extensions Import Contacts Description Export call log information to a file of comma separated values Help lt Back s gt Cancel Under Choose an action to perform select Export Contacts and then click Next Save exported file as MAME eleVantage Client Contacts csv Browse Source folder 2 Cecilia St John Contacts x Help lt Back u gt Cancel 3 In Save exported file as browse to the folder in which you want to save the CSV file 4 In Source folder choose the Contacts file that you want to export and then click Next 5 Click Finish The CSV file is exported 8 30 USING TELEVANTAGE Exporting the Extensions list You can export the Extensions list to a CSV file for use in other applications 1 Click File gt Import and Export The Import and Export Wizard opens Import and Export Wizard Choose an action to perform Export Contacts Export Extensions Import Contacts Description Export call log informat
44. LOST PROFITS OR SAVINGS DAMAGES FROM BUSINESS INTERRUPTION LOSS OF OR TO DATA COMPUTER PROGRAMS BUSINESS DOWNTIME GOODWILL DAMAGE TO OR REPLACEMENT OF EQUIPMENT OR PROPERTY OR ANY COSTS OF RECOVERING REPROGRAMMING OR REPRODUCING ANY PROGRAM OR DATA USED IN CONJUNCTION WITH THE PRODUCTS EVEN IF VERTICAL ITS SUPPLIERS OR ANYONE ELSE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES YOU AGREE THAT VERTICAL S AND ITS SUPPLIERS LIABILITY ARISING OUT OF CONTRACT NEGLIGENCE STRICT LIABILITY IN TORT OR WARRANTY SHALL NOT EXCEED THE AMOUNT PAID BY YOU FOR THIS PRODUCT ANY WRITTEN OR ORAL INFORMATION OR ADVICE GIVEN BY VERTICAL DEALERS DISTRIBUTORS AGENTS OR EMPLOYEES WILL IN NO WAY INCREASE THE SCOPE OF THIS WARRANTY NOR MAY YOU RELY ON ANY SUCH WRITTEN OR ORAL COMMUNICATION Some jurisdictions do not allow the limitation or exclusion of implied warranties or liability for incidental or consequential damages and some jurisdictions have special statutory consumer protection provisions which may supersede this limitation so the above limitation or exclusion may not apply to you This warranty gives you specific legal rights and you may also have other rights which vary from jurisdiction to jurisdiction This software and license may not be transferred or resold without authorization from Vertical Communications Inc NETWORK CAPTURE TECHNOLOGY Copyright c 1999 2006 NetGroup Politecnico di Torino Italy Copyright c 2006 CACE Technol
45. Only one greeting and one routing list can be your personal status defaults at a time When you select a personal status with no greeting preference the personal status default greeting becomes active When you select a personal status with no routing list preference the personal status default preference becomes active Example You set your Everyday greeting to be your personal status default because this is the greeting you normally use Several times during the day you change your active greeting by selecting the personal status In a Meeting which applies your custom Be Back Soon greeting When you return from the meeting and select the personal status Available or any other personal status your personal status defaults are restored so your Everyday greeting becomes active again You can change the greeting and the routing list that are your personal status defaults at any time See Setting personal status defaults on page 9 13 9 12 USING TELEVANTAGE Using the Where I Am default Where I Am specifies the phone that rings when you receive a call The Where I Am default is your station unless you are forwarding your calls In that case it is your call forwarding number This setting enables you to temporarily override your call forwarding with a personal status and then restore it Example You forward your calls to your home phone You then select the custom personal status Lunch Hour which changes Wh
46. Station Internal Station Cell phone home ee none cell Analog phones phone home a phone legacy hona esae digital feature PBX station p EIEN phones PBX station Check voicemail Yes Yes Yes Manage account using Yes Yes Yes telephone commands Screen calls Yes Yes Yes Manage calls transfer Yes Yes Yes conference record etc IP phones Yes Place calls Must log on first others must Yes n log on first 5 Receive calls Via call forwarding Yes Yes pa TeleVantage dial tone i when you pick up the IP phones only IP phones only Yes o phone 5 Only with Imitate Call waiting a station turned Yes Yes A on Hands free answering No Yes Yes Recei SIP phones Yes eceive pages others intercom calls No Yes voice first answering with hands free answering on Only with Imitate a station turned off Call screening w password prompting Only with Imitate a station turned off Only with Imitate a station turned off Change where you Via call forwarding receive calls Via call forwarding or changing external station s remote number Via call forwarding CHAPTER 6 USING TELEVANTAGE WITH A REMOTE PHONE 6 3 Feature Remote Number External Station Internal Station Cell phone home Pennanen cell Analog phones phone home sE phone legacy h i digital feature PBX station PoR eJay phones PBX station Log on to ViewPoint Specify remote Specify stat
47. TeleVantage Server Be sure you have an active VPN connection to your office before launching ViewPoint 6 8 USING TELEVANTAGE Using ViewPoint remotely with a phone How you use ViewPoint with a remote phone depends on whether your remote phone is defined as an external station If your phone is not an external station see the next section If your phone is an external station see Using an external station on page 6 10 Associating Viewpoint with a remote number This section does not apply to you if you have an external station See Using an external station on page 6 10 By associating ViewPoint with your remote number you can use ViewPoint commands that require a phone for example playing voice messages over the phone and making recordings ViewPoint rings your remote phone to connect you to the chosen procedure You can also place and receive calls using ViewPoint as follows a Placing calls Instead of dialing the call on your phone use a ViewPoint command to place the call see Chapter 12 Placing Calls in ViewPoint Tele Vantage rings your phone to connect you to the call being placed Because TeleVantage is placing the call your office is charged for it The call is logged in your Call Log a Receiving calls You can use the Take Call command on any ringing call that you see in the Call Monitor Because your remote phone is not an external station you must still forward your calls to
48. The Options dialog box opens 2 Click the ViewPoint tab 3 Under Double clicking contacts behavior select the desired behavior 4 Click OK Customizing columns You can choose to show or hide columns in a folder You can also customize columns in a folder by moving resizing and sorting them The changes you make to columns in a folder are saved when you exit ViewPoint Showing and hiding columns For each folder in ViewPoint you can choose the columns that you want to see in the folder Some folders do not show all the available columns by default 18 22 USING TELEVANTAGE To show or hide columns in a ViewPoint folder 1 Choose View gt Current View gt Show Columns You can also right click in the folder and select Show Columns The Show Columns dialog box opens For an explanation of the columns click Help Call Monitor Show Columns x Available columns Show these columns in this order Add gt Icon Custom Data Name DID lt Remove Status Icon Id Status Number Duration Owner Notes Orbit Number Organization Priority SalesPriority Start Time xl ma J e 2 Do any of the following m Inthe Available columns list select a column and click Add to show it m In the Show these columns in this order list select a column and click Remove to hide it m Use the arrows to arrange the columns in the left to right order you want The highest columns appear furthest to the left
49. The Routing List Action dialog box opens Untitled Routing List Action xi Action cau me at another location 7 m Call me at another location Location To choose a location click gt f Ring duration 20 seconds When calling an external number J Prompt recipient for password J Prompt recipient to accept or decline call JV Prompt caller before trying this action Prompt System menu to try the next location pal g j Cancel Help 4 In the Action field choose one of the following actions The other elements in the dialog box change depending on your selection a Call me where am This action sends calls to your Where Am phone which is your station unless you have changed it see Call forwarding and Where I Am on 15 10 USING TELEVANTAGE page 15 2 Specify the length of time the phone should ring in the Ring duration field a Call me at another location This action directs calls to an extension or an external number that you specify Click to open the Call Me at Another Location dialog box which functions in the same manner as the Place Call To dialog box For information about using this dialog box see Placing a call on page 12 2 Specify the length of time the phone should ring in the Ring duration field If you choose an external number see step 5 for further options Calls routed to another extension do not follow call forwarding or routing lists in effect at
50. Tools gt Add in Manager and unchecking Enabled for the SoftPhone Add in Configuring the TeleVantage SoftPhone The following sections describe how to configure the SoftPhone for your personal use APPENDIX F USING THE TELEVANTAGE H 323 SOFTPHONE F 5 Adjusting microphone and speaker volume 1 Open the SoftPhone keypad window see Showing the SoftPhone keypad window on page F 5 2 Click the audio icon to expand the dialog box 2 3 Use the slider bars for Volume and Mic to adjust the audio volume and microphone pickup Uncheck a field to mute it Setting preferences 1 From the SoftPhone keypad window see Showing the SoftPhone keypad window on page F 5 choose Tools gt Options You can also right click the SoftPhone icon in the system tray and choose Options Click the Preferences tab Set any of the following options Auto answer If checked SoftPhone automatically answers incoming calls If unchecked incoming calls cause the New Call window to open where you can either accept or decline the call a Always on top If checked the dialog box will remain on top of all other windows You can set it separately for the main SoftPhone window and the New Call window Audio device to use for playback Select the sound card on your computer to use for playing SoftPhone audio Audio device to use for recording Select the microphone or other audio device to use for speaking and recording with SoftPhone m Check USB
51. Transfer To dialog box each workgroup can be represented by a tab that lists its members You can create workgroups that represent the departments of your office so that when transferring calls you can see at a glance all the users in a given department For example if you have to transfer a call to Sales you can click the Sales tab for the Sales workgroup and see all the members of the Sales department and their current personal statuses See Having a workgroup appear as an Extensions tab on page 16 16 Manage all parked calls together Right click any Call Monitor tab choose Show Tabs and check Show all parked calls Increase ring duration If you have a phone with multiple DKTs and you let multiple calls ring until you can answer them speak to your system administrator about increasing your maximum ring duration using TVSettings CHAPTER 18 CUSTOMIZING VIEWPOINT 18 21 Customizing the ViewPoint display You can customize your ViewPoint display in any of the following ways Showing or hiding ViewPoint window elements You can show or hide ViewPoint s Navigation pane status bar toolbars and other window elements by checking or unchecking their entries on the View menu Defining double click behavior in the Contacts folder Double clicking a contact lets you either edit the information for the contact or place a call to the contact To define the result of double clicking a contact 1 Choose Tools gt Options
52. a station and a remote number You are logging on to station 5 Miri Anatolia but your default station is 0 You are associating ViewPoint with the remote number 2125551212 but your default station is 205 Use the phone at number 2125551212 to place and answer calls using ViewPoint C Use station 5 to place and answer calls as Vin Williams T Forward my calls to this number F Eorward my calls to this station Use my default station station 205 Use my default station station 0 Iam not near a phone Iam not near a Televantage phone Description pepan This option allows you to use 2125551212 to place and answer calls using al This phone is configured for Miri Anatolia With this option calls placedand a ViewPoint Calls to you will not ring at this phone unless your calls are answered with this phone will continue to use that account Use ViewPoint forwarded You can also use the Call Monitor to take a call at this phone instead of the phone to place and answer calls using your account Calls to you will not ring at this phone although you can use the Call Monitor to take a call xl Press 0 on your phone to hear your station ID Lok cares Help 1 Press 0 on your phone to hear your station ID Cancel Help Choose one of the following options a Use station n as a visitor This option appears only if you specified another user s station as your associated phone for example you are
53. account and press 5 4 Checking your call forwarding number When you log on to your account while your calls are forwarded Tele Vantage reminds you that call forwarding is on and tells you the external number to which your calls are being forwarded After you log on you can check the external number again at any time by pressing 5 5 Ignoring your call rules If you have created call rules see Chapter 17 you can have TeleVantage ignore them to make sure that your calls are sent only to your forwarded location Ignoring call rules suspends your call rules and sends all your calls to your Standard routing list For more information see Tgnoring all call rules on page 17 10 To ignore your call rules log on and press 5 6 CHAPTER 5 MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE 5 9 Sending your calls straight to voicemail with Do Not Disturb You can use send all your incoming calls directly to voicemail without ringing your phone To do so select the personal status Do Not Disturb as follows 1 Log on to your account by picking up your phone and entering lt your extension gt lt your password gt 2 Press 61 2 To begin receiving calls again log on to your account and press 6 1 1 For more information about personal statuses see the next section and Chapter 9 Selecting a personal status on the phone TeleVantage makes it easy to select a personal status using the telephone commands Personal stat
54. agent The monitoring agent appears in the Call Monitor as another party in the call identified by the Status Monitoring Name Status Nu IN Conference sy Unknown Z Active Un sS Agent 1 2 Monitoring 10 Agents who have the permission set to Disallow the default cannot see when they or other agents are being monitored Note The Call Log does not keep a record of agents who were monitored APPENDIX C SUPERVISING A CALL CENTER QUEUE C 17 Managing agents status With supervisor permissions agents can directly control the status of other agents in the queue in the following ways m Signing agents in or out of a queue m Changing an agent s personal status Signing agents in or out of a queue An agent who is signed in to a queue receives calls from that queue when ready When signed out the agent is still a member of the queue but does not receive queue calls An agent who is signed out can still view queue calls in the Call Monitor folder and answer them if necessary by using the Take Call command Supervisors can use the sign in out feature to move agents among queues without having to delete them from one queue and add them to another For example if Kim works as an agent in the Sales queue in the morning and in the Support queue in the afternoon a supervisor can sign Kim out for the Sales queue at midday and sign her in for the Support queue Note Agents with the Queue Sign In Out permission can si
55. an IP phone If you have a voice over IP phone you can place calls with it as if it was a normal phone If you have an H 323 IP phone and you hear silence instead of a dial tone when you pick it up to place a call it may be because there are not enough IP trunks configured in the system If you wait a dial tone will begin when a trunk becomes available If you encounter this or other problems with the IP phone see your system administrator who can check its setup 3 2 USING TELEVANTAGE Dialing internal and external numbers Internal calls are calls to other TeleVantage extensions External calls are calls to outside numbers including calls to another phone system PBX a Centrex extension another TeleVantage system such as a branch office and an Internet address Note If you encounter a delay after dialing before your calls are connected you can press after the extension or number for example 187 This skips the delay To dial an internal number 1 Pick up your phone 2 Do one of the following m Dial the extension number m Dial the extension number followed by to go directly to voicemail if you administrator has enabled that feature see below for details m Press 411 or 93 for the dial by name directory To dial an external number You must dial an access code to start dialing an external number Ask your TeleVantage system administrator what types of external calls you can place and what access codes you must
56. and are not currently off hook or in a wrap up period Signed in and available Number of agents eligible to receive queue calls including those currently on a call or in wrap up period To receive queue calls an agent must be signed in and in a personal status whose Queue calls field is set to Yes such as Available or Available Queue Only agents ready The percentage of agents eligible to receive queue calls who are currently waiting for a call The others are either off hook or ina wrap up period Calls waiting Number of calls currently waiting on the queue Calls being placed Number outbound calls in the process of being placed Connected outbound calls are not counted Agents wrap up Number of agents currently in the wrap up period following a queue call Inbound Statistics Calls answered Number of calls answered by an agent Calls transferred out Number of calls transferred out of the queue without being handled by an agent as a result of callers pressing the transfer key Calls received Total number of calls received including abandoned calls Calls abandoned Number of callers who hung up without talking to an agent Calls completed Number of completed calls in which a caller finished talked with an agent Completed calls are calls that ended by hanging up or transferring APPENDIX C SUPERVISING A CALL CENTER QUEUE C 9
57. and can also be accessed via the Phonebook pane s Contacts tab and by choosing Actions gt Place Call To enter or edit a public contact you must have public contact editing permissions If you do not have those permissions you can view and place a call to public contacts but you cannot edit them Viewing shared contacts To view contacts that another user has shared with you click that user s name under Public Folders in the Folder List and click the Contacts folder Changing double click behavior You can choose whether double clicking a contact opens the contact for editing or places a call to the contact See Defining double click behavior in the Contacts folder on page 18 22 for more information Using the Index buttons for quick access Use the Index buttons on the right side of the Contacts folder to quickly move to a letter of the alphabet The buttons alphabetize your contacts according to the column by which the folder is currently sorted Choose View gt Index Buttons to hide or show them Searching for contacts To search for one or more contacts do the following 1 Click Tools gt Find from any view and click the Contact tab tH Find BBE Contact Call Log Find Contacts that match these criteria IV Full name tharesGould ss S New Search J First name E Help J Last name 3 IV Company 5an Tome 2 Check each field that you want to search by and enter the search term Click New Searc
58. and placing a new call 3 5 Ending a call without losing calls on NOld eee eeeeeeeeeneeereee 3 5 Placing calls with Options 0 0 0 eee eeeeeeeseeeeeee tense eeeeeeeeeeeeeeeteneeeeaes 3 5 Redialing the last Call eee eeseeeseeeeceeeceeeseceseseeeeeseetsecesesenseaneees 3 5 Returning the last Call eee sceeeeeeeeeeeeeeeeceeeaeeeesseeeaeeaeesaneaeeaes 3 5 Disabling call waiting for a Call ee eee ceceeseeeeeeeseeeeeeeeeeeeeeeeeneeee 3 6 Placing calls to an IP address wu eee ee cece eee ete e tees tees testes eeeetaes 3 6 Placing a page or intercom Call 0 0 eee eeeeeeeeeeeeeeeeeeeeeeeteaeeeeneeeeeeeenee 3 6 Requirements for receiving a page or intercom Call n 3 7 Paging and intercom considerations 2 c cesccseeeeeteeeeeeeeeeeeeeees 3 7 CONTENTS Chapter 4 Answering and Handling Calls on the Phone 4 1 About answering and handling calls on the phone sses 4 2 Using the Flash button on your phone uu eee eeeeeeeeeeeeeeeeeeeeeeeeees 4 2 Answering TeleVantage calls 0 0 eeeeeeeesseeeseeeseeeeeeeeeeneeteneeeeeeeneees 4 2 Call ANNOUNCING r rr ee e aae ara aaae aa a neasa a ai 4 2 Call Wating eia einer dg he rae aaa aaaea aa aaa Eai 4 3 Answering a call at another ringing phone 4 4 Using hands free answering eseeseeeseseeinererrersirsrnirerererrerereerese 4 4 Receiving internal intercom calls with voice first answering 4 5 Handling calls with the phone uu eee eee eee
59. and then click OK to close the Options dialog box Logging on with command line switches You can add switches to the Windows shortcut command line that starts ViewPoint The command line switches enable you to run ViewPoint using two phones at your desk log on using a particular station or remote number turn on debugging data and perform other tasks See Appendix H for more information CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 7 About the Welcome Wizard If you are a new user the Welcome Wizard starts automatically when you log on to Tele Vantage ViewPoint The Welcome Wizard helps you to quickly configure your Tele Vantage account including your voice title voice mail greeting and phone numbers You can also launch the ViewPoint Quick Tour from the Welcome Wizard Tele antage YiewPoint Welcome Wizard Step 1 of 5 Welcome to Tele antage iewPoint This wizard helps you quickly configure your TeleVantage account including your voice title voice mail greeting and phone numbers When Finished you can view an animated TeleVvantage Quick Tour to learn more Click the Next button below to continue To turn the Welcome Wizard off click Do not show this wizard the next time ViewPoint starts in the last screen of the Welcome Wizard To re run the Welcome Wizard at any time choose Tools gt Welcome Wizard About the tip of the day When you start ViewPoint the tip of the day appears offering individual tips
60. another message Voicemail folders You can store your voice messages in multiple folders Click a folder in the Folder List to view and act on the voice messages in that folder See Viewing folders in the Folder List on page 8 21 13 2 USING TELEVANTAGE The Voicemail folder contains three predefined folders m The Inbox folder New voice messages appear here After you listen to them they remain here unless you move or delete them m The Saved folder Saved messages appear here When you save a message by using the telephone commands it moves to the Saved folder m The Deleted folder When you delete a voice message in ViewPoint it moves to the Deleted folder Voice messages deleted using the telephone commands do not appear in the Deleted folder To empty the Deleted folder see Emptying the Deleted folder on page 8 23 Note The Inbox and Saved folders are the only voice message folders accessible through the telephone commands Voice messages in other folders are not accessible using the phone You can create as many custom voice message folders as you want See Managing folders on page 8 22 for instructions on creating folders and moving voice messages from one folder to another Viewing shared voice message folders When other users share their voice messages with you those messages appear in folders identified by the users names You can find those folders under in the Favorite Folders list or
61. answer an incoming call These commands are offered whether you pick up your phone to answer it or answer it after hearing a call waiting beep Call announcing commands 1 Connect to the caller 2 __ Send the caller to your voicemail Send the caller to voicemail and listen to the message as it is 3 being left Press Flash 1 to pick up the call while the caller is leaving a message 4 If you are on acall and another call arrives pressing 4 creates a conference call with your current call and the new one Hang Send the caller to the next action on your routing list Unless you have created a custom routing list the next action is your up voicemail so hanging up is the same as pressing 2 Call handling commands AS soon as you press Flash to put a call on hold you will hear a context sensitive menu of call handling options The caller does not hear these menu prompts At any time while listening to the prompts you can press Flash again to reconnect to the caller Note If you are in direct transfer mode pressing Flash while on a call gives you the transfer command only If you are in direct transfer mode and would rather have access to the full call handling menu talk to your system administrator Call Handling Commands With a call on the line press Flash and then Transfer the call Send the call to voicemail Disconnect from the call Reconnect to the call Create a
62. answering call announcing is automatically used if you are called as a member of a workgroup or if you are sharing a station and the other user is currently logged in to the station Enabling voice first answering Note To use voice first answering it must be enabled at the system level Ask your system administrator whether your system is using voice first answering To turn voice first answering on or off press 12 at dial tone You hear Voice first answering is on or voice first answering is off You can also turn voice first answering on and off using ViewPoint See Enabling and disabling voice first answering on page 18 12 Handling calls with the phone The remaining sections in this chapter describe how to perform the following tasks using the call handling commands Putting a call on hold m Transferring a call m Sending a call to voicemail m Recording a call m Creating a conference call m Parking a call m Unparking a call Putting a call on silent hold m Getting an internal dial tone Entering an account code for a call Important If your phone is configured for direct transfer pressing Flash while on a call lets you transfer the call only The other call handling commands described in this section are not available to you To turn off direct transfer talk to your system administrator For how to use ViewPoint s Call Monitor to handle calls visually see Chapter 11 USING TELEVANTAGE
63. appears Recorded by Queue If checked the call was automatically recorded by a call center queue Recorded by User If checked you recorded the call manually using ViewPoint commands see Recording a call on page 11 12 Result How the caller s wait ended The possible outcomes are Abandoned The caller hung up before the call was answered Connected The call was answered To voicemail The call was sent to voicemail Blind Transfer A blind transfer sent the caller to another party Supervised Transfer A supervised transfer sent the caller to another extension Unknown TeleVantage was unable to identify the outcome of the call Login You logged in to TeleVantage at a remote phone Start Time Date and time that the call first arrived in the TeleVantage system Stop Time Date and time that the call ended 14 4 USING TELEVANTAGE Column Description To Name of the party who received the call On incoming calls this is the user s name On outgoing calls Unknown appears unless the user identified the person as a contact amp others in this column indicates a call with more than two parties for example a conference call or a call that was transferred Double click the call to see all the parties in the Call Details dialog box To Device On incoming calls the user s station ID Station IDs in the 16 000 range correspond to external st
64. are signed in or out of a queue In the Queue Monitor and Call Monitor folders the tab for a queue displays an asterisk if you are signed out from that queue haz Support Sales APPENDIX B WORKING AS AN AGENT IN A CALL CENTER QUEUE B 5 Receiving and handling queue 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 rings and the call appears in ViewPoint s Call Monitor folder Queue calls ignore your routing list and only ring your Where I Am location your station or call forwarding number To answer a call do either of the following m Pick up the phone ma Click the incoming call in the Call Monitor and choose Actions gt Take Call If your phone is on hook it rings to connect you to the call After you are connected to a queue call you can use any TeleVantage call handling features such as transfer park mute and so forth Note Your queue calls are not shared even if you are sharing your Call Monitor folder Viewing your position in the queue If you have permission to see ViewPoint s Queue Monitor folder you can use it to monitor your position in the queue and determine when you are likely to receive the next call See Monitoring the position of agents in the queue on page C 13 Being monitored or coached by a supervisor Call Center supervisors have the ability to supervise your queue calls on
65. built in features using the Programmers Yes No Yes Client API the Add in API the IVR Plug in API the Device Status API and TAPI Tele Vantage Pocket Reference Card This wallet sized card is a convenient reference for the most used TeleVantage telephone commands All audiences Yes No Yes Administering TeleVantage and the Tele Vantage Call Center Administrator s Guide are combined into a single HTML book called Administering TeleVantage and Call Centers Accessing online documentation You can access TeleVantage s online documentation in the following formats Online Help From any TeleVantage application window you can press F1 or click Help to get context sensitive Help describing the window and its individual fields For overviews of features see the HTML or PDF books not the online Help HTML books TeleVantage provides complete compiled HTML Help CHM versions of four of its printed manuals enhanced with hypertext navigation panes and links To access the HTML books from within ViewPoint or the Administrator choose Help gt Online Books 1 6 USING TELEVANTAGE To access the HTML books without ViewPoint or the Administrator open the following files located by default in C Program Files Common Files Vertical Tele Vantage m AdministeringTV chm Contains Administering Tele Vantage and the Tele Vantage Call Center Administrator s Guide a InstallingTV chm Contains Installing Tel
66. call from any ViewPoint program 1 Click Tools gt Unpark The Unpark dialog box opens 2 Select the call that you want to unpark and answer and click OK As an alternative to using the Unpark window you can display a Parked tab in the Call Monitor that shows all parked calls See Showing hiding and reordering Call Monitor tabs on page 11 4 You can also answer a parked call by picking up a Tele Vantage phone pressing 92 and then entering the orbit number If no one answers the parked call By default if no one answers a call that you parked Tele Vantage rings your phone to connect you to the caller If you do not answer the ringback is repeated periodically until either you answer or someone else answers the call Note TeleVantage never sends a parked call to voicemail If you do not answer the ringback it tries to reach you indefinitely You can choose how long TeleVantage waits before ringing your phone for callback of parked calls You can also turn ringback off See Turning ringback for calls on hold on and off on page 18 9 Ringback is available at external stations but not other remote phones Sending a call to voicemail To send an active call to voicemail choose Actions gt Take Message CHAPTER 11 RECEIVING AND HANDLING CALLS IN VIEWPOINT 11 15 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 t
67. calls and handle calls in the Call Monitor using ViewPoint commands There is no need to imitate a station as described in Imitating a station at a remote number on page 6 10 Note If you want to use ViewPoint call control when answering incoming calls at any of your routing list s external numbers you still must turn on imitate a station To use ViewPoint with an external station 1 Start ViewPoint 2 Atthe Vertical TeleVantage ViewPoint Logon dialog box click Options to expand the dialog box 3 Click Station ID and enter your external station ID Your system administrator can tell you what it is 4 Click OK Configuring an external station With the proper permission you can use ViewPoint to change the configuration of your external station For example you can specify a different phone number or IP address or change the type of remote phone you have from an IP phone to a regular phone number If your external station is a SIP phone see the next section Configuring a SIP phone To configure an external station 1 Choose Tools gt Options The Options dialog box opens 2 Click the Phone Station Features tab options oy x Category Phone Station Features Personal Destination External Number X El Phone Call Announcing Call using fs Phone number x Station Features Hands Free Number x oice Messages ViewPoint JV Stutter tone T Di
68. conference call Park the call Silent hold stops menu until next keypress Send a trunk Flash command to an external Centrex or PBX system rather than to TeleVantage O I NIOO BR oO ND Get an internal dial tone dial a new call or use telephone commands beginning with 11 Enter an account code for the call or change the account code already entered 16 Start recording the call Press again to stop recording Flash Reconnect to the call A 2 USING TELEVANTAGE Quick call commands Pressing at a dial tone gives you quick access to the commands listed in the following table Some or all of these commands may be unavailable to you if your system administrator has not granted you permission Quick call commands Hear your phone s station ID extension and other 0 information Pressing 00 logs you out from a station you have been using as a visitor and returns the station to its default user 10 Enable and disable hands free answering See Using hands free answering on page 4 4 11 Enter an account code for the current call or the call you are about to dial Enable and disable voice first answering See 12 Receiving internal intercom calls with voice first answering on page 4 5 14 Call as a queue See the next table for details Place a page or an intercom call To place a page 1 way audio to multiple users dial 15 plus a
69. dialing service under Call Using Enter your PC s IP address under Address Click OK APPENDIX F USING THE TELEVANTAGE H 323 SOFTPHONE F 3 Using the TeleVantage SoftPhone The following sections provide instructions for starting and using the TeleVantage SoftPhone Starting the TeleVantage SoftPhone To start the TeleVantage SoftPhone do the following 1 When logging on to ViewPoint click Options to expand the Login dialog box User Name rir Anatolia Password poke J Automatically log on as this user MUse this phone with ViewPoint C Station ID fi Remote number y eyeBeam SIP softphone not installed z TeleVantage H 323 softphone C None Softphone at 207 79 15 77 Server iveoookIt tas Cancel Help lt lt Options 2 Ifthe SoftPhone is defined as your external station see Defining the TeleVantage SoftPhone as your external station on page F 3 simply enter your external station ID under Station ID If not click TeleVantage H 323 SoftPhone Your PC s IP address displays in the dialog box If your PC has more than one IP address you can select a preferred IP address or choose Use best IP address 3 Click OK Once selected as your TeleVantage phone TeleVantage routes your incoming calls to the SoftPhone at the selected IP address F 4 USING TELEVANTAGE Showing the SoftPhone keypad window View Tools Help Keypad Idle lell
70. eee eee eeeneeeeneeeeeeeeeeeeeeeneeeeeeeeeneee C 2 CONTENTS Monitoring queue statistics eee eee eeeeeeeeeeeeeeeeaeeeeaeeeeeeeteeeeees C 3 Viewing queue statistics in the Queue Monitor folder C 3 When statistics are reSet oo eee cece eeeceeeeeceeeeaeeeeseeeeaeeeeseeeeaneees C 12 When statistics are refreShed uo ee eececeeeeceeeeeeeeeseeeeneeeeseeeeaneees C 12 About agents personal status and state eee eeeeeeeeeeeeeees C 13 Monitoring the position of agents in the queue s es C 13 Monitoring queue statistics using the phone eee eee eee C 16 Supervising other agents Calls ee eee ee eeeeeeeeeeeeneeeeeeeeneeeeeeeene C 16 Viewing when agents are being monitored cceeeeeeeeeeeereees C 17 Managing agents status eee eee ceeeeeseeeeeeeeeeeeeeeaeeeeaeeeeeeneeeeneeeaes C 18 Signing agents in or out Of a QUEUE 0 eee eee eeeeteeeeteeteeeteeteees C 18 Changing an agent s personal statuS 0 eee eee C 19 Managing a queue s VOICE MAIIDOX eee eee eeeeeeeneeeeneeeeeeeeeteneeeeaes C 20 Managing queue voice messages on the telephone C 20 Appendix D Working as an Agent in an ACD Workgroup D 1 About participating in an ACD WorkQroup eeeeeeseeeeeeeteeeeeeeeeeee D 2 Use of the TeleVantage ViewPoint ee eeeeeeeeeeeeeetneeeeeeeeeeeees D 2 Marking yourself ready and unavailable eeeeeeeeeeeneeeeneeeneees D 2 Using the
71. for the call add a vertical bar character l after the number 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 drag and drop on page 12 7 To redial a call using the Dial bar Click the arrow on the right of the Dial bar for a list of recently dialed names and numbers Click a number to redial it Using the Place Call To dialog box The Place Call To dialog box visually guides you to place a call It is not as efficient as using the Dial bar if you know the person s name or number or the Call Monitor s Phonebook pane 1 Choose File gt New gt Call The Place Call To dialog box opens Place Call To Cor New Call Call using O Name Extension 7 comtats Personal Status N Extensions S Admin Available D Cecilia St John Available __Workaroups he S Courtney Barnstable Available Pitcher My Numbers gi Default Auto Aten x D Jenny Benton Available Doctorre yy D Lou Antander Available ke 5 Miri Anatolia Available Doctorre be D Nathaniel Chestnut Available ke D Operator Available 8 Sales Open N uin Willian Auaiahia 2 Enter or select the number to dial in one of the following ways a Enter the number to dial in the Name Number or Name Extension field You can also type the name of a contact or user When specifying an external nu
72. greetings on page 13 18 Example When you leave the office for an off site event you can select the personal status Out of the Office This TeleVantage personal status can change your Where Am setting to forward your calls to the number that you specify It can also change your Greeting so that callers who reach your voicemail hear a special greeting that you recorded I am out of the office this morning Please leave a message or you can try me again later as my calls are forwarded to where I can be reached Note To change your personal status you must have permission to do so If you cannot change your personal status see your system administrator 9 2 USING TELEVANTAGE The Personal Status button 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 Available PS S Available Do Not Disturb 7 In Meeting e Out OF The Office On Vacation Call Center Agent Available Queue Only Available Non Queue B On Break Using predefined personal statuses Five predefined personal statuses are available to all users Three additional predefined personal statuses are available only to call center agents You can also create custom personal statuses for your own use for example Working From Home At ViewPoint XYZ and so forth See Creating a custom personal status on page 9 6
73. has configured your TeleVantage Server up to 4 7 12 or 60 parties can participate in a conference call m You cannot conference two conference calls together m You can transfer a conference call but not to the extension of an auto attendant voice mailbox call center queue or IVR Plug in m When you hang up on an ongoing conference call by default the conference continues without you The other participants can continue to talk even if you started the conference and your company is paying for the outgoing calls used to create it To terminate the call each participant must hang up Your administrator also can configure the system to terminate conferences when you hang up To create conference calls in ViewPoint see Creating conference calls on page 12 12 Parking a call Parking a call lets you put a call on hold and pick it up at any Tele Vantage extension 1 Press Flash 6 TeleVantage tells you the call s orbit number Make a note of it 2 Hang up 4 10 USING TELEVANTAGE Unparking a call To retrieve a parked call 1 Pick up any TeleVantage extension and dial 92 2 Enter the orbit number You are connected to the parked call Putting a call on silent hold Press Flash 7 to put a caller on silent hold With silent hold you do not hear the cycling menu prompts The caller still hears hold music Silent hold is useful for headset or speakerphone users Press any key to resume the menu prompts Fr
74. lets you set the speed dial number If your system administrator has enabled Busy Lamp field for digital phones Speed Dial buttons light up when their target user is on a call See Speed Dial with illuminated buttons on page 4 13 Take Call Answers a ringing call Customizing incoming call behavior You can set various call alert behaviors to occur when you receive an incoming call If you have Call Monitor tabs other than My Phone you can set call alerts separately for each tab category of calls see Call Monitor folder tabs on page 11 3 For example you can have the ViewPoint title bar flash only on calls for your colleague whose Call Monitor you are sharing To set call alerts 1 Choose Tools gt Options The Options dialog box opens 2 Click the ViewPoint Call Alerts tab 3 Use the dropdown list to choose the category of incoming call for which you want to set call alerts The categories correspond to your Call Monitor tabs You can set alerts differently for each category To set alerts that trigger on all incoming calls select For all incoming calls 18 16 USING TELEVANTAGE Note With For all incoming calls selected a half selection mark indicates that the option is selected in another category Select any of the following options Display the Call Monitor Brings ViewPoint to the front of your desktop with the Call Monitor showing when a call arrives If you are activel
75. name the Caller ID and the time of day of the call You do not need to have TeleVantage ViewPoint installed on your computer to use the CMA Note With Act you can receive screen pops without installing the CMA For instructions on how to use the TAPI Service Provider and the Contact Manager Assistant see their online Help CHAPTER 1 INTRODUCING TELEVANTAGE 1 3 Feature comparison table The following table shows the major features that are available in TeleVantage If your TeleVantage system does not include some of these features your TeleVantage system administrator might have made them unavailable to you ViewPoint Feature Phone ViewPoint Web Access Managing voice messages Yes Yes Yes No Peis receiving and handling Yes Yes Yes Some eaae a T en ek No i Managing contacts No Yes Yes Yes Call announcing of contacts Yes Yes Yes No Screen pops for incoming calls N A Yes No Yes Managing workgroups No Yes Yes No Viewing the Extensions list No Yes Yes No Viewing the Call Log No Yes Yes No Recording greetings Yes Yes Yes No Forwarding calls Yes Yes Yes No Managing routing lists No Yes Yes No Managing call rules No Yes Yes No Changing active greeting Yes Yes Yes No Changing active routing list No Yes Yes No Managing personal statuses No Yes Yes No Changing personal status Yes Yes Yes No Customizing options Some Yes Yes No Getting technical sup
76. not necessarily receive the next call The distribution order reflects the scheduled order according to the queue s distribution algorithm but it does not reflect which agents are currently Ready A Ready agent might have 5 in the Distribution Order column and yet receive the next call because all other agents are busy at the moment The agent who will receive the next call is the agent with the lowest distribution order number among Ready agents Distribution order numbers for overflow agents follow those for primary agents For example if a queue has 10 ready primary agents the first scheduled overflow agent will display 11 in the Distribution Order column The distribution order of overflow agents is determined first by tier and then within each tier by the queue s distribution algorithm For more about overflow agents see the Tele Vantage Call Center Administrator s Guide APPENDIX C SUPERVISING A CALL CENTER QUEUE C 13 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 overflow agents Algorithm Agent positions Top down Agents positions are ordered by their order in the queue and do not change Round robin Agents positions are reordered according to which agent answered the previous queue call Whenever an agent answers a queue call the next agent down in the list becomes 1 the agent after tha
77. of the following conditions a Caller condition The rule activates depending on who is calling In addition to having call rules for individual callers you can have call rules that apply to all internal callers all external callers all unidentified callers or any member of a workgroup Schedule condition The rule activates depending on when the call arrives You can handle calls differently during business hours after business hours and at specific dates or times You can use caller and schedule conditions separately or in combination to achieve various effects See Combining caller and schedule conditions on page 17 5 Determining how the call rule handles calls A call rule can handle incoming calls according to any combination of the following settings m Greeting You can choose which greeting plays if the caller reaches your voicemail Routing List You can choose which routing list a call follows a Taking calls You can specify whether your phone does or does not ring Note that a setting of Yes overrides the Do Not Disturb personal status a Personal Status You can select a personal status and have the call handled as if that personal status were in effect If you select a personal status note that its settings are overridden by the call rule s other settings For example a call rule uses the Standard greeting It also uses the Out of the Office personal status which uses the Be back tomorrow
78. option install the TeleVantage Softphone When starting the stand alone SoftPhone for the first time you must provide your TeleVantage Server s Internet Span IP Address When running the SoftPhone appears as a blue keypad icon in the Windows notification area To exit the SoftPhone stand alone application right click the SoftPhone system tray icon and click Exit Configuring the stand alone SoftPhone To set up the stand alone SoftPhone to connect to TeleVantage do the following 1 From the SoftPhone keypad window see Showing the SoftPhone keypad window on page F 5 choose Tools gt Options You can also right click the SoftPhone icon in the system tray and choose Options Click the Connection tab Specify the following information a H 323 Gateway Enter the computer name or IP address of the TeleVantage Server s H 323 span Depending on how your H 323 span is configured the span s IP address may be different from the Server s IP address a Extension Enter your TeleVantage extension a Password Enter your TeleVantage password 4 Click OK APPENDIX F USING THE TELEVANTAGE H 323 SOFTPHONE F 7 SoftPhone notes The following notes pertain to using the TeleVantage SoftPhone m 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 If you are unsatisfied with the SoftPhone s audi
79. permission to do so Note You can display the Extensions list in the Call Monitor for quick access including drag and drop calling See Adding the Phonebook Pane to the Call Monitor folder on page 8 15 A glance at the Extensions list can tell you a A user s extension number m Whether a user is currently on a call m A user s current personal status ma Whether a user has call forwarding turned on and the location to which the calls are forwarded m The extensions of your office s auto attendants and queues D Extensions ertical Tele antage iewPoint 3 Eile Edit view Tools Actions Help Dial Enter a number or name to dial i gt Tanew gt X 37 y Supervise Call Monitor Extensions All Favorite Folders amp A Name 4 Ext Personal Status N Title 8 Queue Monitor J Call Monitor Cecilia St John 103 Available Extensions Sy Courtney Barnstable 115 Available gi Default Auto Atten 8000 J call Monitor he D Jenny Benton 777 Available R D Lou Antander 133 Available 2 Voice Mail SY Miri Anatolia 555 Available pa he S D Nathaniel Chestnut 104 Available E Contacts S Onerator n Available bd 4 gt 80 HB m Jas 11ltems Miri Anatolia x555 Available j The Extensions list updates automatically in real time 10 2 USING TELEVANTAGE Extensions folder tabs The Extensions folder contains tabs that display related groups o
80. phone 5 5 using ViewPoint 13 5 reporting on Call Log 14 10 reporting problems I 1 reset times for queue statistics C 12 returning your last call 3 5 12 10 Reverse Phone Number Lookup Add in 18 26 ringback 4 7 11 10 18 9 ringer changing pattern of 18 11 customizing duration of ringing 18 10 turning off with personal statuses 9 8 ringing phone answering another 4 4 routing lists overview 15 7 actions 15 10 active 15 9 in call rules 17 8 caller options while following 15 8 creating 15 10 final actions for 15 12 greetings and final actions 15 15 and hands free answering 4 5 mobile phone issues with 15 8 personal status default 15 9 prompting for password 15 11 prompting to accept or decline 15 11 routing calls to workgroups 15 14 Standard 15 8 when station is busy 15 14 Routing Lists folder 15 8 USING TELEVANTAGE l 11 S scheduling call rules 17 6 notifications of voice mail 13 15 screening calls with call announcing 4 2 with ViewPoint 11 7 screening voice mail using the phone 4 3 using ViewPoint 11 7 screen pops for calls 1 3 SDNs using 4 12 searching for call log entries 14 7 for contacts 16 3 Server changing ViewPoint s 8 4 shared folders viewing 8 25 shared voice mail deleting 8 25 sharing folders 8 24 sharing stations 7 2 shortcuts to dial calls 12 11 showing columns 18 22 toolbar buttons 18 24 window elements 8 12 signing in and out B 2
81. phone To do so dial after the extension for example 187 You can also dial extension plus from an auto attendant so it might be useful to tell your frequent callers about this feature if it is enabled You can also use it as a quick way to leave yourself a voice message when calling in USING TELEVANTAGE Placing calls while you are already on a call 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 current call on hold and placing a new call 1 Press Flash Your current call is now on hold and you have a dial tone 2 Dial your call Switching between calls To switch from your current call to a call that is on hold press Flash 4 If you have multiple calls on hold you will hear a menu from which you can pick the call to which you want to connect Ending a call without losing calls on hold You can hang up the phone to end a call without losing your calls on hold 1 Hang up the phone or press Flash 3 to end the current call 2 If you hung up pick up the phone 3 Press Flash 4 You are connected to the call on hold If you have multiple calls on hold you will hear a menu from which you can pick the call to which you want to connect Placing calls with options When you press at a dial tone the system offers you a menu of quick call commands See page A 3 for a table that lists all available commands Redialin
82. play and the phone does not ring When an incoming call arrives a zip tone a beep notifies you and Tele Vantage connects you based on your settings for call announcing Note If you are using hands free answering call announcing is automatically used if you are called as a member of a workgroup or if you are sharing a station and the other user is currently logged in to the station Enabling and disabling hands free answering To enable hands free answering press 10 at the dial tone You hear Hands free answering is on The station is now off hook and waiting for a call With hands free answering enabled your other telephone commands remain the same For example call forwarding and transferring commands do not change USING TELEVANTAGE To disable hands free answering press Flash to go to dial tone then press 10 You hear Hands free answering is off Note You can also control hands free answering through ViewPoint See Enabling and disabling hands free answering on page 18 11 Placing receiving and ending calls with hands free answering To place a call using hands free answering press Flash for a dial tone and then dial the number To receive a call wait for a zip tone a beep to notify you of the incoming call TeleVantage connects you based on your call announcing settings see Call announcing on page 4 2 If call announcing is turned off you are connected to the caller immediately after th
83. r Incoming Caller ID r Voice Title puolu HR 00 00 0 16 8 USING TELEVANTAGE To guarantee that TeleVantage recognizes contacts regardless of the phone number from which they are calling use a contact PIN See Using contact PINs for guaranteed recognition on page 16 12 for more information Adding phone numbers for contact recognition You can add a phone number to a contact s Incoming Caller ID list by doing one of the following a Add a new phone number for the contact in the General tab and check Use phone number as caller identification for this contact See Entering a new contact on page 16 4 for more information Associate the phone number from a call or voice message with the contact See Associating a call or Caller ID number with a contact on page 16 9 for more information Deleting a number from the Incoming Caller ID list If TeleVantage wrongly identifies a contact as the caller it is likely that the Incoming Caller ID list for that contact includes an incorrect phone number You can prevent further misidentification by deleting the phone number from the list 1 Double click the contact from whom you want to delete a phone number The Contact dialog box opens Click the Caller Identification tab In the Incoming Caller ID list select the incorrect phone number Click Delete and then click OK Associating a call or Caller ID number with a contact If Tele
84. recipient to accept or decline call J Ignore custom call handling and use Standard routing list You can set any of the following options a Wait for answer Enter the length of time in seconds that you want a call to ring the forwarding number before proceeding to the next action on your routing list usually your voicemail If you are using the option Prompt recipient for password or Prompt recipient to accept or decline call described later in this 15 4 USING TELEVANTAGE step you should enter at least 30 seconds If you enter less time the call might be sent to your voicemail before you finish listening and responding to the prompts a Prompt recipient for password If checked the person who picks up the phone hears Call for lt your voice title gt Please connect me To be connected to the caller you must enter your TeleVantage password Entering a password ensures that only you can receive your forwarded calls This option works only when calls are forwarded to an external number and when you have a voice title for yourself recorded If you have not recorded a voice title TeleVantage ignores your selection of this option See Recording your voice title on page 2 2 a Prompt recipient to accept or decline call If checked when you pick up the phone at an external number TeleVantage announces the caller Call from and intended recipient Call for and asks you to accept or decline the cal
85. reverts to silence while it waits for the next call A setting of 0 indicates no dial tone which means that the station reverts to silence as soon as a call ends Click OK Note You can also pick up the phone and press 10 to enable and disable hands free answering CHAPTER 18 CUSTOMIZING VIEWPOINT 18 11 Enabling and disabling voice first answering For an overview of voice first answering see Receiving internal intercom calls with voice first answering on page 4 5 Use the following procedure to enable or disable voice first answering from ViewPoint 1 Choose Tools gt Options 2 On the Phone Station Features tab check or uncheck Voice first answering 3 Click OK Customizing your hold music If your office has multiple sources of music on hold you can use any source as your personal hold music that callers hear when you put them on hold Your system administrator makes this setting for you Talk to your system administrator about the music on hold options that are available and which one you would like to use as your personal hold music Note You can use audio files as your hold music as long as they are in WAV or VOX format 18 12 USING TELEVANTAGE Configuring a digital feature phone 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 feature phones on page
86. s Call Log with the queue name in the From column To switch back and mark subsequent outbound calls as being from you press 14 at a dial tone again All subsequent calls from your station are now marked as being placed by you These calls appear only in your Call Monitor and only in your Call Log Taking a break To take a break during your work shift uncheck Accept ACD Workgroup calls as described in Marking yourself ready and unavailable on page D 2 Note The Do Not Disturb personal status does not stop ACD workgroup calls from ringing your phone Listening to the ACD workgroup s voicemail If you have shared the ACD workgroup user s Inbox with other agents and given those agents the required permission they can play and respond to the ACD workgroup s voice messages To do so they go to the ACD workgroup s Inbox under Shared Folders in the Folder List 4 Public Folders B bs Shared Folders E isc Sales Call Log 2 Deleted Inbox 1 amp Saved Agents can play and respond to the ACD workgroup s voice messages exactly as they work with their own voice messages Viewing the ACD workgroup s contacts and Call Log If the ACD workgroup s contacts and Call Log have been shared with you you can view those folders under Shared Folders in the Folder List D 4 USING TELEVANTAGE APPENDIX E USING THE TELEVANTAGE ARCHIVED RECORDING BROWSER The Tele Vantage Archived Recording B
87. select multiple names on the list The members you selected appear in the Members list Use the arrows next to the list to arrange the order of the members Click Remove to delete members from the list Note The order of the workgroup is important only if you have set up a routing list to route calls to it according to the Top Down or Round Robin algorithms See Routing calls to workgroups on page 15 14 5 Click OK Personal workgroups appear as a tab in your Extensions list only not the Extensions lists of other users See the next section Having a workgroup appear as an Extensions tab You can specify whether or not a particular workgroup appears as a tab in your Extensions list If you create a tab for the workgroup it lists all extensions within the workgroup and you can see the current status of those extensions at a glance contacts in the workgroup do not appear The tab also appears in the Extensions section of the Place Call To and Transfer Call To dialog boxes By default TeleVantage displays an Extensions list tab for the following workgroups m Any of your personal workgroups of which you are a member m Any public workgroup of which you are a member Note You do not see an Extensions list tab for the personal workgroups of other users even if you are a member of such workgroups 16 16 USING TELEVANTAGE You can also choose to show a tab for any other personal workgroups or any other public workgroup
88. signed in When you make yourself unavailable queues stop sending calls to you Note If you have to temporarily leave your phone during your shift choose TeleVantage s On Break personal status The following sections describe which personal statuses to use to make yourself ready and unavailable For instructions on changing your personal status see Chapter 9 Starting your shift To begin receiving queue calls make yourself ready by doing either of the following m Using your telephone keypad press either of the following at a dial tone ma 50 This selects the Available personal status m 51 This selects the Available Queue Only personal status In ViewPoint select either of the following personal statuses a Available You receive personal calls calls to your extension and queue calls a Available Queue Only You receive only queue calls Personal calls are sent directly to your voicemail If you will be making outgoing calls from the queue see Placing calls from a queue on page B 8 B 2 USING TELEVANTAGE Ending your shift Note Use this procedure at the end of your shift only To take a break during your shift use the On Break personal status to ensure the integrity of call center statistics See the next section Taking a break To stop receiving queue calls make yourself unavailable by doing either of the following m Using your telephone keypad press 52 at a dial tone This selects t
89. silent hold 4 11 SIP accounts customizing 18 19 SIP phones configuring 6 14 tips for using 6 15 speakerphone as intercom 3 6 speakers audio output from 8 12 Speed Dial command 12 6 speed dial shortcuts 12 11 Standard routing list 15 8 stations imitating on routed calls 6 10 sharing 7 2 statistics for queues displayed C 3 when reset C 12 status bar 8 12 statuses See personal statuses stop button 8 26 stutter dial tone defined 5 3 turning on and off 13 12 18 20 supervised transfers defined 4 8 using the phone 4 8 using ViewPoint 11 11 supervising call center queues overview C 2 changing agents personal status C 19 monitoring coaching and joining agents calls C 16 without receiving calls C 2 supervising users calls 12 14 support technical 1 4 synchronizing with Microsoft Exchange Server 13 7 System camp on greeting 15 14 System Hold Greeting 15 13 T tabs in Call Monitor folder 11 3 in Extensions list 10 3 TAPI Service Provider overview 1 3 using from other contact manager applications 16 13 technical support 1 4 telephone commands overview 1 2 after making a recording 5 7 call handling commands 4 7 selecting language of 18 6 silencing during hold 4 11 USING TELEVANTAGE l 12 telephone commands cont d tables call announcing commands A 1 call handling commands A 2 personal status selection A 8 quick call commands using A 3 voice mail acco
90. so forth You can use this information as a basis for creating a new item Enter the information about the new item in the dialog box Click OK to save the changes as a new item Deleting voice messages and other items To delete a voice message from your Inbox select it and then press DELETE The voice message moves to your Deleted folder To permanently delete a voice message from your Inbox 1 Select the voice message To select more than one voice message press CTRL and select them Press SHIFT DEL A confirmation dialog box opens Do one of the following ma Click Yes if you want the selected voice message to be permanently removed from your computer m Click No to keep the voice message in your Inbox To delete other items 1 In the folder in which the item appears select the item To select more than one item press CTRL and click each item that you want to delete 2 Right click the selected item and choose Delete on the shortcut menu A confirmation dialog box opens Note When you delete an item that is not a voice message such as a greeting or a CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 17 call rule the item is permanently and irretrievably removed from your computer You cannot recover it after you delete it 3 Click OK to permanently delete the item Renaming items You can easily rename items in TeleVantage but you cannot rename some types of items such as default personal statuses or the St
91. speakers without forcing your callers to say their name every time they call by saving a recorded voice title with the contact m You can use call rules to set up individualized call handling for them such as playing a unique voicemail greeting or routing their calls according to a specific routing list see Chapter 17 You can exempt them from the Do Not Disturb personal status so that their calls ring your phone when others are sent directly to voicemail One form of identification Caller ID from the phone company is available automatically for every call The phone number and Caller ID name of the caller appear in the Number column of the Call Monitor the Call Log and the Voicemail folders Identifying contacts by name Each contact has a list of associated phone numbers called the Incoming Caller ID list When a call arrives from one of those phone numbers TeleVantage identifies that contact The Incoming Caller ID list can include Caller ID names as well as phone numbers See Understanding name and number on Caller ID on page 16 11 for pointers on which item is more useful for identifying a given contact To view a contact s Incoming Caller ID list select the contact in the Contact s folder choose File gt Open and then click the Caller Identification tab Ea Untitled Contact Create new contact in folder Contacts Personal X General Caller Identification r Contact PIN None Use PIN ss
92. station phone 16175551212 station ac 77 phone 16175551212 station ip foo bar com 1234 station ac 68 ip foo bar com 1234 USING TELEVANTAGE APPENDIX REPORTING PROBLEMS Using the Problem Report Wizard If you experience a problem with one of the TeleVantage workstation applications ViewPoint the Administrator the Call Center Reporter the Contact Manager Assistant or the TAPI Service Provider report the problem to your TeleVantage system administrator by using the Problem Report Wizard The Problem Report Wizard is a tool that collects appropriate log files and prompts you for information that can help solve the problem The Problem Report Wizard creates a problem report package as a ZIP file in the location of your choice You can then send the ZIP file to your system administrator To prevent ZIP files from being overwritten the Wizard gives each problem report package a unique name based on your company name and a unique sequence number as shown in the following example l Televantage Problem Report Wizard Step 9 of 10 ix Enter the directory for the Problem Report Package C Documents and Settings MattW Desktop Browse Problem Report Package name Atisoft_001 zip The Wizard increments the sequence number in the file name each time it creates a new problem report package Reporting a problem that involves a specific call If you encountered a problem that involved a call th
93. status default routing list is the one that is used whenever you select a personal status whose Routing List preference is set to Default For more information see Personal status defaults on page 9 12 The personal status default routing list is marked by To make a routing list the personal status default select the routing list and choose Actions gt Set as Default and Active This command also makes the routing list the active routing list To make a routing list the personal status default routing list without making it active edit the routing list and check Default personal status routing list CHAPTER 15 CALL FORWARDING AND ROUTING LISTS 15 9 Creating a new routing list 1 Choose File gt New gt Routing List The Routing List dialog box opens Under Actions the actions of your routing list appear in the order that they will be completed Each action is a phone number at which TeleVantage will try to reach you Untitled Routing List BBE Name Actions Add Edit Delete J Handle busy calls differently than calls not answered m Final action if the call is not answered or the station is busy IV Play greeting active My Greeting 7 a Action Take a message 7 J Active routing list For this extension Default personal status routing list o a Cancel Apply Help 2 Enter a name for the routing list in the Name field 3 Click Add to add a routing list action
94. the following levels Monitoring A supervisor may listen in on any of your calls without you or the caller hearing You will be unaware of the monitoring unless you have the permission View agents being monitored If you do the monitor appears in the Call Monitor as an indented line under the call a Coaching A supervisor may speak to you during a call without the caller hearing Coaching appears in the Call Monitor as a separate line under the call If you are being coached try not to speak to the coach as the caller will not be aware of the coach s presence on the line a Joining A supervisor may join your call essentially creating a three way conference call in which all parties can hear each other For more about conference calls see Creating conference calls on page 12 12 By default only queue calls are susceptible to being supervised This includes inbound queue calls and outbound calls that you have associated with a queue Placing calls from a queue on page B 8 B 6 USING TELEVANTAGE Having your calls recorded 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 configured to place call recordings in your Inbox as new voice messages Your non queue calls will not be recorded unless the TeleVantage system has been configured to record all calls Using the Call Monitor tabs When you are an agent in a call c
95. the message and take the call choose Actions gt Take Call You are connected to the caller You can also listen to a voice message as it is being left via the phone See Call announcing on page 4 2 Grabbing and holding the call Choose Actions gt Hold when you are momentarily unable to take an incoming call but intend to speak to the caller soon This command puts callers on hold without your talking to them first and plays a special grab and hold greeting that you have recorded See To record a grab and hold greeting in this section Callers can wait on hold or leave a voice message The Status column in the Call Monitor folder shows their choices TeleVantage supplies you with an initial grab and hold greeting that says The person you are trying to reach is on another call To hold for your party remain on the line Otherwise to leave a message press 1 To end this call press 2 You can rerecord this greeting to say for example This is Angela I am on another call right now but if you hold for a moment I will be right with you The options that callers hear with this greeting are contained in a separate prompt that only your TeleVantage system administrator can change To grab and hold a call Select the incoming call and choose Actions gt Hold To record a grab and hold greeting 1 Choose Tools gt Options The Options dialog box opens 2 Click the ViewPoint Call Monitor tab 3 Use the audi
96. to the next action on your routing list by default your voicemail Ring duration for call forwarding and routing lists is determined elsewhere 1 2 3 4 Choose Tools gt Options The Options dialog box opens Click the Phone tab In the Default ring duration field enter the number of seconds your phone should ring before a call proceeds to the next action on your routing list The ring duration you enter here can be overridden by the ring duration specified in a personal status or routing list Note By default the minimum ring duration is 5 seconds and the maximum is 120 seconds Your system administrator can extend the possible range from 1 to 999 seconds Click OK Note Caller ID is transmitted between the first and second ring If your phone supports Caller ID you may want to increase this setting so that there is enough time for Caller ID to be displayed and read before the call is sent to the next action on the routing list 18 10 USING TELEVANTAGE Changing ring patterns You can change how your phone rings when you receive an incoming call You can set different ring patterns for internal and external calls 1 2 3 4 Choose Tools gt Options The Options dialog box opens Click the Phone Ring Patterns tab Under Ring patterns select the type of ring that you want for Internal calls and External calls The Splash ring settings create a group of short rings followed by a pause To
97. under Public in the All Folders list If you have permission to access the voice mailbox of a call center queue that mailbox also appears as a folder under Public Folders See Viewing folders in the Folder List on page 8 21 Viewing custom data Voicemail folders contains a Custom Data column that is hidden by default By showing it you can view all custom data that your office might have associated with the call for example customer ID or caller priority To show columns choose View gt Current View gt Show Columns Archiving voice messages and call recordings The system may be set up to periodically archive your older voice messages and call recordings If you find that your messages disappear from your voice mailbox ask your system administrator whether they have been archived You can access archived messages using the TeleVantage Archived Recording Browser see Appendix E Managing thousands of voice messages or call recordings If you need to manage thousands or millions of messages or call recordings you should have your administrator set up automatic archiving or manually archive your messages This eases the performance burden on ViewPoint and the Tele Vantage Server and you can still use the Archived Recording Browser to quickly review search and manage the recordings see Appendix E CHAPTER 13 MANAGING VOICE MESSAGES IN VIEWPOINT 13 3 Listening to your voice messages and call recordings To listen to a
98. up e mail and pager notification for you Note If multiple users share a phone the message waiting light and stutter dial tone occur if there are new messages for any of the users assigned to that phone If voice messages disappear from your folders Depending on how your system administrator has configured the system your voice messages may be automatically archived from time to time If an important voice message has disappeared from your voicemail folders talk to your system administrator about recovering the message Customizing voice message playback order Using ViewPoint you can specify the order in which you hear new and old voice messages when listening by phone See Setting voice message playback order on page 18 20 for more information If you do not have ViewPoint your TeleVantage system administrator can set this option for you CHAPTER 5 MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE 5 3 Listening to and managing your voicemail To listen to your voice messages log on and press 1 This plays the messages in your Inbox folder including any new unheard messages To listen to voice messages in your Saved folder log on and press 2 Voice message telephone commands You can use the telephone commands in the following table while you listen to a message or after the message has played Voice Message Commands Use while or after a message plays Replay the message Skip to the next message
99. up time appears in ViewPoint status bar Terminating your wrap up time early To terminate your wrap up time early and mark yourself as ready to take queue calls again do either of the following m Click in ViewPoint status bar a Using your telephone keypad press 54 at a dial tone Viewing queue activity The Queue Monitor folder in ViewPoint displays a list of agents in the queue and up to date queue statistics You can use it to see the status of other agents in the queue and your current position in the queue among other things To see the Queue Monitor folder in your ViewPoint you must have the appropriate permission For a description of the Queue Monitor folder see Monitoring queue statistics on page C 3 Placing calls from a queue If you are a call center agent and you place a call at your desk using the telephone or the Client by default Tele Vantage treats the call as one made by you You can choose instead to place calls as a queue which may be necessary for your work as a call center agent When you place calls as a queue TeleVantage treats the call as if the queue placed it Other agents can see it in their Call Monitors it can be monitored by supervisors and statistics and reports can accurately reflect queue activity When calling as a queue your calls appear on both the My Phone tab and the queue tab in your Call Monitor The calls are logged both in your personal Call Log and the queue s Call L
100. use 1 Pick up your phone 2 Enter lt access code gt lt phone number gt Example In the U S if you want to call the external phone number 555 1212 you must dial 9 the usual access code before you dial 555 1212 Entering account codes when placing calls Depending on your office s configuration of TeleVantage you may be prompted to enter an account code when you place an external call Even if you are not prompted for an account code by the system your office may require you to enter one Your TeleVantage system administrator can tell you what account codes if any you must use If you are prompted to enter an account code If you are prompted to enter an account code when you place a call you will hear one of the following prompts m A beep m Please enter account code m A double beep This indicates that you are dialing a TeleVantage contact who has an associated account code so that you do not need to enter one See Entering a contact s name and basic information on page 16 5 CHAPTER 3 PLACING CALLS ON THE PHONE 3 3 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 enter the wrong account code press Flash before pressing and the system will let you re enter it Depending on how your TeleVantage system ad
101. voice message that appears from Unknown means that TeleVantage could not identify the caller as a TeleVantage contact or user Caller ID if present is still shown in the Number column You can associate the message with a contact so that the correct name appears in the Call Monitor and so that Tele Vantage identifies the contact on subsequent calls from that phone See Associating a call or Caller ID number with a contact on page 16 9 for complete instructions Marking a voice message Unheard To mark an old heard voice message as new unheard select the message and then choose Actions gt Mark As Unheard CHAPTER 13 MANAGING VOICE MESSAGES IN VIEWPOINT 13 7 Marking a voice message Urgent or Private You can mark a voice message Urgent Private or both Private messages cannot 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 show whether a message is Urgent or Private i m To mark a voice message Urgent select the message and choose Actions gt Urgent Select the command again to remove its Urgent status m To mark a voice message Private select the message and choose Actions gt Mark As Private After a message is marked Private it cannot be made not Private again Adding notes to a voice message To add written notes to a voice message click the message and type your notes in the Note
102. 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 the Call Monitor but the queue does not send calls to your phone As an agent you might be signed out for the following reasons m You are a supervisor who wants to observe a queue and manually take calls if necessary but you do not want queue calls to ring your phone m You are an agent who is a member of multiple queues and you periodically change which queue you receive calls from You receive calls only from the queues to which you are signed in To sign in or out of a queue You must have permission to sign yourself in or out of queues If you do not have permission talk to your TeleVantage system administrator about signing in and out Using ViewPoint 1 Choose Tools gt Queue Sign In Out The Queue Sign In Out dialog box opens displaying all queues for which you are a member A check mark for a queue indicates that you are signed in to that queue 2 Check the box next to a queue s name to sign in to that queue or clear the checkbox to sign out 3 Click OK Note In the Queue Monitor or Call Monitor folder you can also right click a queue tab to sign in or out of that queue Using the telephone Using your telephone keypad press 56 at a dial tone Enter the extension of the queue for which you want to sign in or out followed by for example 56 102 Seeing whether you
103. you have chosen make sure Enable this schedule action is checked in the Schedule Notification dialog box and then click OK You return to the Schedule E mail or Pager Notification dialog box 10 To add more schedule entries repeat this procedure When your schedule is finished click OK Managing greetings Greetings are recorded messages that callers hear when they reach your voicemail For example This is Steve m not at my desk at the moment but leave me a message and ll get back to you soon With TeleVantage you can record and store multiple greetings and specify when you want TeleVantage to use each one For example you can have a normal greeting for everyday use another greeting for extended absences and a third greeting for vacations You can also create and use custom greetings for individual callers see Chapter 17 Greetings for situations other than voicemail You can record greetings for other circumstances than voicemail including the following For use as Hello messages You can record greetings to be messages that you use to greet your callers when you answer the phone For example Hello thank you for calling the XYZ corporation this is Amy how may I direct your call See Playing recorded audio into a call on page 11 13 a For other routing list final actions The final action of a custom routing list can handle calls in other ways than sending them to voicemail and you can atta
104. 0 ccc eee eee eee B 9 Working remotely 0 0 c ete eae B 9 Whether this chapter 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 depends on the TeleVantage call distribution method that your office uses as follows a Use this chapter if you are an agent in a TeleVantage call center queue that was set up using separately licensed call center agent licenses Do not use this chapter if you are an agent in a TeleVantage ACD workgroup that was set up by using an ACD workgroup user and a routing list that sends calls to agents who are members of a workgroup If you are an agent in an ACD workgroup see Appendix D Working as an Agent in an ACD Workgroup For complete information about setting up and running a TeleVantage call center see the TeleVantage Call Center Administrator s Guide Starting and ending your shift and taking breaks Important Do not use this section if you are disallowed from changing your own personal status In that case a supervisor will control your workflow Talk to your queue manager or administrator about how to work in the queue As a call center agent you control your workday by changing your personal status At the beginning of your shift you make yourself ready At the end of your shift you make yourself unavailable While you are ready you receive calls from all queues for which you are
105. 00 Using an external station 2 0 0 eae Configuring an external station 00000 cee eee eee Changing your external station number with 17 22 About using TeleVantage with a remote phone A remote phone is any phone that is not wired to a station port on the Tele Vantage 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 voicemail and account settings as well as the ability to receive place transfer and manage Tele Vantage calls In addition depending on the setup of your remote phone and ViewPoint you can use ViewPoint with your phone to manage your voice messages greetings and calls You can use TeleVantage from a remote phone in the following ways From a remote number without ViewPoint See Using TeleVantage from a remote number without ViewPoint on page 6 5 You can forward your TeleVantage calls to the remote phone s number specify verbal call screening options and handle incoming TeleVantage calls using the telephone commands including transfer conference and call recording By calling the office and logging on you can check your voicemail change your account settings and providing you have permission place new outbound calls through TeleVantage a From a remote number with ViewPoint See Associating Viewpoint with a remote number on page
106. 005 11 06 AM Station 99 SBR One gt Trunk 53 Unkn 2 T 40400 Recordings User 140User 98 Tue 9 13 2005 11 06 AM 0980000004 Tue 9 13 2005 11 06 AM Station 98 SBR One gt Trunk 54 Unkn x T 40400 Recordings User 140User 97 Tue 9 13 2005 11 06 AM 0970000004 Tue 9 13 2005 11 06 AM Station 97 SBR One gt Trunk 52 Unkn x T 40400 Recordings User 140User 100 Tue 9 13 2005 11 07 AM E 1000000006 Tue 9 13 2005 11 07 AM Station 100 SBR One gt Trunk 51 Unk TV40400 Recordings User System 140User 98 Tue 9 13 2005 11 07 AM 0980000005 Tue 9 13 2005 11 07 AM Station 98 SBR One gt Trunk 54 Unkn lt T gt Archive Notes z m E Call Notes Station 99 SBR One gt Trunk 51 Unknown Flag this recording for Follow up bl apnea 7 Tvqa3a0 41 729 Total recordings _ E E i E a 7 100 Items E 8 USING TELEVANTAGE The following information is displayed for each recording tlar recording has been flagged for follow up Identifies the recording type a 3 Voice message a 5 Call recording Server TeleVantage Server from which the recording was archived Mailbox User s mailbox folder from which the recording was archived If you restore the recording it will be returned to this mailbox From Name of the person who placed the call On incoming calls Unknown is displayed unless the user identified the caller as a contact On outgoing calls this column contains
107. 1 212 555 8888 Country Region united States of America 1 z Number fz23 555 8888 IV Use country code and area code dialing rules cool eo 1 Under Address type make sure the correct type of number is selected 2 Under Call Using either accept the default dialing service access code for the type of number selected or click This access code and enter a different access code Your system administrator can tell you what access codes are available 3 Under Country Region make sure that the correct country is selected CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 5 6 Under Number make sure that the number is correct The display bar shows the number as TeleVantage will dial it after applying dialing rules To have TeleVantage dial the number without applying dialing rules uncheck Use country code and area code dialing rules For example you can have Tele Vantage dial a number that appears to be long distance without adding the 1 Click OK Using ViewPoint with another station or a remote number Most TeleVantage users have a default station ID which represents the phone your system administrator assigned to you if you roam between phones your station ID may be 0 When you log on to ViewPoint specifying an associated phone other than your default station the Select Your ViewPoint Phone dialog box opens enabling you to clarify which phone you want to use with ViewPoint The dialog box appears differently for
108. 1 3 for information about how tabs are used in the Call Monitor to display calls CHAPTER 11 RECEIVING AND HANDLING CALLS IN VIEWPOINT 11 19 CHAPTER 12 PLACING CALLS IN VIEWPOINT CHAPTER CONTENTS Placing aicall o 23 5 siri eieiei on ow deed o4 oe bb aai ara iira deiari ieni s 12 2 Using dialing services 2 2 tees 12 8 Redialing numbers and returning calls 0 0000 e eee eee 12 10 Displaying the Call Monitor when you place acall 0 12 10 Creating Windows shortcuts to speed diala number 12 10 Creating conference calls 0 2 0 0 cee eee 12 12 Supervising other users callS 0 0 0 0 cece eee 12 14 Using the TeleVantage or eyeBeam softphones 12 15 Placing a call TeleVantage provides the following ways for you to place calls from ViewPoint m Placing calls using the Dial bar a Using the Place Call To dialog box m Quick dialing from ViewPoint folders m Camping on a busy user s extension m Placing calls using drag and drop m Placing calls by using other contact managers Placing calls with the phone on or off hook When placing calls from ViewPoint you can choose the command with the phone either on hook or off hook If the phone is on hook when you place a call your phone rings immediately after you finish dialing the number If the phone is off hook when you place a call you hear TeleVantage dialing the number Dialing Internet
109. 12 viewing in one place 9 10 Add ins 18 25 Adobe Acrobat PDF books 1 7 agents Call Monitor tabs B 7 changing personal status C 19 handling queue calls B 6 marking as ready and unavailable for ACD workgroups D 2 monitoring coaching and joining calls C 16 l 1 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 taking breaks B 2 using Extensions list tabs 10 3 viewing them being monitored C 17 working as in ACD workgroups D 2 working at another phone B 4 Agents Pane C 4 All tab display options for 11 4 in Call Monitor 11 3 in Extensions list 10 3 answering calls at another ringing phone 4 4 opening Call Monitor automatically 11 5 using ViewPoint 11 7 with call announcing 4 2 with call waiting 4 3 with hands free answering 4 4 archive database checking for missing audio files E 11 Archived Recording Browser about E 1 acting on recordings E 9 adding notes to recordings E 10 browsing search results E 10 changing number of entries per page E 10 checking archive for missing audio files E 11 deleting recordings E 11 exporting recordings E 11 flagging recordings for follow up E 10 importing recordings archived in earlier versions E 12 loading saved search E 8 logging on E 1 managing recordings E 8 opening Call Log details for recordings E 10 playing recordings E 10 purging recordings E 11 Archived Recording Browser
110. 13 8 associating with a contact 13 7 bookmarks 8 26 and call forwarding 15 6 caller options while leaving 2 3 calling back using the phone 5 6 calling back using ViewPoint 13 6 deleting shared 8 25 deleting using the phone 5 5 deleting using ViewPoint 8 17 dialing directly 3 4 disappearing from folders 5 3 disappearing from ViewPoint 13 3 e mailing 13 6 USING TELEVANTAGE l 13 voice mail cont d folders 13 2 for ACD workgroups D 4 forwarding using the phone 5 5 forwarding using 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 indications of 13 11 notification of 13 12 options while listening to 5 4 playback order of 18 20 playing a sound for 18 20 playing as audio into call 13 6 playing into a call 11 13 private 13 8 replying to using the phone 5 5 replying to using ViewPoint 13 5 scheduling notifications 13 15 screening using the phone 4 3 screening using ViewPoint 11 7 sending a call directly to using the phone 4 9 using ViewPoint 11 7 sending all calls to 5 10 sending using the phone 5 6 sending using ViewPoint 13 10 setting maximum length of 13 9 space for 13 9 synchronizing with Microsoft Exchange Server 13 7 undeleting 5 5 unheard 13 7 urgent 13 8 viewing contact record for 13 6 voice mail folder overview 13 2 sharing 8 24 voice mail account menu commands A 7 voic
111. 4 11 To configure a digital feature phone 1 Choose Tools gt Options The Options dialog box opens 2 Choose the Phone Station Features tab ee Options iOi x Category Phone Station Features Personal A E Parameter NNNSNN SE My Numbers 1 Primary Directory Number PDN Phone 2 Primary Directory Number PDN Call Announcing 3 Primary Directory Number PDN Station Features 4 lt unassigned gt Ring Patterns 5 lt unassigned gt Hands Free 6 lt unassigned gt oice Messages 7 lt unassigned gt Usage 8 lt unassigned gt E mail Notification 9 lt unassigned gt Pager Notification 10 lt unassigned gt Call Notification 11 Speed Dial 5D 610 964 1666 iewPoint 12 Speed Dial SD 617 497 1666 Call Monitor 13 Sneed Nial SN 2121 726 1666 Call Alerts LCD idle message fHelochum ss Ring volume WN VV Use voice first answering T Pickup answers a ringing SDN Change Password 3 Set the following general phone options oK Cancel Help a LCD idle message Enter the message that you want to appear on the first line of the LCD display when the phone is not in use The second line shows the current day and time The idle message usually shows the user name and extension for the phone a Ring volume The slider bar adjusts the default ring volume for the phone Note that pressing the phone s volume up and volume do
112. 6 9 By specifying the remote number when logging onto ViewPoint you can use ViewPoint to play voice messages make and play recordings place outbound calls and take calls you see in the Call Monitor When performing any of these ViewPoint actions TeleVantage rings your remote phone s number to connect you to the chosen procedure Note that calls placed with ViewPoint are billed to your office not your remote phone s number since TeleVantage calls you to connect you to the call If the imitate a station feature is turned on you can also use ViewPoint to visually manage calls that are forwarded or routed to your remote number a From an external station See Using an external station on page 6 10 If your system administrator has defined your remote phone as an external station it behaves exactly like a desk phone at the office and is the most powerful way to use TeleVantage remotely Calls to your extension ring the remote phone without using call forwarding and all TeleVantage phone features work with the remote phone such as call waiting When using ViewPoint you log on using your external station ID a number which your system administrator will give you after which all Viewpoint commands and call control work with your remote phone The following tables show the features that are available remotely depending on your setup 6 2 USING TELEVANTAGE Feature Remote Number External
113. 6 USING TELEVANTAGE Deleting voice messages By default messages in the Deleted folder that are older than three days are permanently removed from Tele Vantage For information about how to change the default see To empty the Deleted folder automatically on page 8 23 To move a voice message to the Deleted folder 1 Select the message 2 Choose Edit gt Delete The message is moved to the Deleted folder You can still play it or retrieve it if necessary Deleting a message permanently To delete a message permanently select the message and press SHIFT DELETE A message is also deleted permanently when you delete it from the Deleted folder or empty the Deleted folder See Managing the Deleted folder on page 8 23 Microsoft Exchange Server synchronization If your office uses Microsoft Exchange Server for e mail Tele Vantage can synchronize the Inbox and Deleted folders with those in your e mail program When synchronized messages that you delete in one application are deleted in the other application For example if you delete a voice message notification e mail in your e mail program TeleVantage moves that voice message to its own Deleted folder Similarly if you delete the matching voice message in TeleVantage your e mail notification moves to your e mail program s Deleted folder For more information see your TeleVantage system administrator Associating a voice message from Unknown with a contact A
114. 9 49 as 7 255 75 119 49 Placing a page or intercom call You can use the 15 telephone command to page a group of users or place an intercom call to a single user When you create an intercom or page connection you hear a beep after which you can speak over the receiving users speakerphone The receiving user hears a beep before the audio connection is made You can use this feature in two ways a Page multiple users A page creates a one way audio connection with all the users in a workgroup When you speak your voice comes over each user s speakerphone simultaneously but you cannot hear the other users To make this type of connection dial 15 followed by a workgroup s extension a Place an intercom call to a user An intercom call creates a two way audio connection with a single user s speakerphone so you can both speak and hear To place an intercom call dial 15 followed by a user s extension Note When you dial a workgroup s extension a one way page always results even if there is only one user in the workgroup 3 6 USING TELEVANTAGE Requirements for receiving a page or intercom call In order to receive a page or intercom call the receiving user must have the following m A properly configured ADSI digital or SIP phone that supports the feature For a list of supported phones see Installing Tele Vantage Phones that do not support this feature like regular analog phones will also receive intercom con
115. As soon as the routing list encounters a busy station the final action triggers skipping any subsequent actions For example if you have one action that tries your office station and a second that tries your cell phone with Final action if the station is busy set to Take a message and a call comes in while your station is busy the call is sent to your voicemail without trying your cell phone The Camp on station final action is available only as a Final action if your station is busy With Camp on station your incoming calls are placed on hold until your station is no longer busy then they ring the station While callers are on hold by default they hear the special prerecorded System camp on greeting which says The person you have attempted to reach is on the phone To hold for your party remain on the line Otherwise to leave a message press 1 To end this call press 2 The prompt repeats every 60 seconds While holding the caller can press to go to your voicemail or 2 to disconnect the call You can also specify your own custom greeting in which you can choose whether or not to announce the caller options Note If while you are on the phone you receive an incoming call on an available line appearance for example with call waiting or on a digital phone PDN the call goes to the Final action if the station is busy after the ring duration expires for your phone Routing calls to workgroups A routin
116. CD workgroups See Routing calls to workgroups on page 15 14 For information about setting up ACD workgroups see Tele Vantage Call Center Administrator s Guide 16 14 USING TELEVANTAGE Personal and public workgroups Generally the workgroups you will create in TeleVantage are personal workgroups Only you can see the personal workgroups that you create Other users cannot see workgroups that you create Public workgroups which are accessible to all TeleVantage users who have permission to see them can be created only by Administrator users or other users who have been given special permission to do so Your system administrator can assign public workgroups an extension so that the workgroup can be accessed via the phone You can also view and select public workgroups when you place a call using the Place Call To dialog box See Using the Place Call To dialog box on page 12 3 Note You can create or edit public workgroups only if your TeleVantage system administrator has given you permission to do so The Workgroups folder The Workgroups folder lets you view and manage your workgroups workgroups ertical Tele antage iewPoint File Edit view Tools Actions Help Grew ag Mx Configuration Workgroups Favorite Folders X Name Extension DID Voice Title Notes fa Call Rules Greetings Personal Statuses Routing Lists Publici Workgroups Workgroups fhe Call M
117. COUNTERPATH SIP SOFTPHONES G 5 8 Click the SIP Accounts Add a New SIP Account Advanced tab and uncheck Send SIP keep alives 9 Click the Media Audio Devices tab Uncheck Enable VAD Disabling VAD creates a more natural audio sound since the eyeBeam will transmit audio continuously rather than stopping transmission when it doesn t detect voice which results in silence gaps Note that disabling VAD increases the bandwidth used during phone calls since audio is always transmitting 10 Click the Media Audio Advanced Codecs tab The following codecs on the eyeBeam are supported by Tele Vantage a G711 uLaw a G711 alaw a GSM a G729 For best results arrange the codecs in the Enabled Codecs pane in the same preference order as provided by your system administrator 11 Choose the System General tab Configure the following settings a Auto answer Enter the amount of time that the phone rings before connecting audio when Auto Answer is enabled a Auto Dial Enabled If checked you do not have to press the Dial button to initiate a call Note that if you find auto dialing to be slow you can decrease the Minimum and Maximum Wait times 12 Choose the Media Audio Devices tab Under Microphone Settings and Speaker Settings make sure that the correct audio devices on your PC are selected for voice capture and audio 13 Click OK or Apply to save your changes If the configuration has been made correctly the e
118. Call Monitor eee eeeeeeeeeeeeeeeeeeeeeeeeeeaeeeeaeeeeaeeseeeeneneeees D 3 RECEIVING a call s asesina ata ageert D 3 Placing ACD workgroup calls sseeseeeeeeseeeeeeeeeirerirerrrerrrerrrerrnereneren D 4 Takinga breaken ssa cced atte ad pated a a Re D 4 Listening to the ACD workgroup s voicemail e eeeeeeeeereeeeeeees D 4 Viewing the ACD workgroup s contacts and Call Log e eee D 4 Appendix E Using the TeleVantage Archived Recording Browser E 1 Running the Archived Recording BrowSet ccceeeseeeeseeeeeeeeeeeees E 1 Searching for reCOrdingS eeeceesseeeeceeeeeeeeeesneeeeaeeseseeeseeesseeeeeees E 2 Starting a NOW SCALCH eecencesceeeeceeeeeceeceneeeeeeeencesneseecesesatenetsneees E 2 Saving your current Search oo ee ee eeeeeseeeeeeeeeeeeeeeeeeeeeeeesaeeeaeeeeeaeeeas E 8 Loading a saved search o oo eee cece eeeeeeeeteeeeeeeeeseeeeaeeeeteeneaeeeeeeaeeaees E 8 Managing individual recordingS eeeeeeseeeeneeeeeeeeeeeeeeeneeseeeeeeees E 8 Acting on archived Call recordings eceeeeeeseeeeseeeeneeeeseeeeeeeeseeeeeaes E 9 Checking the archive for missing audio fileS eee eee eeeeeeere eee E 11 Purging archived recordings ceeceeeseeeeneeeeeeeeeseeeeseeeeeeeseeeeeeees E 11 Importing a recording archive from TeleVantage 6 x eee E 12 Appendix F Using the TeleVantage H 323 SoftPhone F 1 About the TeleVantage H 323 SoftPhone
119. Call Wait If pressing Flash results in a transfer If pressing Flash causes transfers the call rather than giving you access to the call handling commands described in this chapter you are in direct transfer mode see Transferring a call on page 4 8 If you are in direct transfer mode and would rather have access to all the telephone call handling commands talk to your system administrator Answering TeleVantage calls This section explains the following aspects of answering TeleVantage calls on the phone m Call announcing a Call waiting Answering a call at another ringing phone Call announcing Call announcing enables you to screen incoming calls just by picking up the phone With call announcing you are not connected immediately to the caller Instead you hear Call from followed by a recording of the caller s name You can then choose whether to accept the call send it to voicemail with or without message screening or conference in the caller Note You can also screen your calls visually by using the TeleVantage ViewPoint s Call Monitor which displays the caller s name when you receive a call see Chapter 11 Another way to screen your calls is by using a phone with a Caller ID display Answering a call using call announcing After answering a call and hearing the caller s name you can do one of the following Press 1 to accept the call You are connected with the caller m Press 2 or hang up to sen
120. Call to Unknown MEE Call date fej24j2005 11 50 AM Associate the Following contact with this call Name E lt Unknown gt Damon Salathe E Jose Avellanos Marcus Radcliffe Monica Traven Corpus Christi T7 Save the Following number in this contact Number 206 633 2592 Ae Save As Business 7 JY Use caller identification for this contact Number 2066332592 Name WASHINGTON Callback lt NA gt H Cancel Help 3 Select the contact in the list with whom you want the phone number shown to be associated If you want to cancel an association and revert the call to its original identification click lt Unknown gt Note If a call was originally identified as being from a contact clicking lt Unknown gt 16 10 USING TELEVANTAGE reverts it to being identified as from that contact To create a new contact directly from this dialog box click See Entering a new contact on page 16 4 for instructions When you finish creating the contact you return to this dialog box with the new contact added to the list 4 Ifthe call came from a phone number that is new for this contact you can add the new number to the contact s phone number list now You can then dial it later from ViewPoint Check Save lt phone numbers as the following phone number and then select the phone number category on the dropdown list 5 Ifyou are associating an active call in the
121. Choose Tools gt Options The Options dialog box opens 2 On the Personal tab select the language that you want on the Telephone prompts dropdown list All languages that were installed with Tele Vantage appear on the list 3 Click OK Customizing or turning off call announcing Call announcing allows you to screen callers by using only your telephone When you answer your ringing phone you hear Call from followed by the name of the caller You can then accept or decline the call For detailed information about your options see Call announcing on page 4 2 The following procedure shows you several ways to customize call announcing You can also turn it off entirely To customize call announcing or turn it off 1 Choose Tools gt Options The Options dialog box opens 2 Click the Call Announcing tab options oP x Category Phone Call Announcing Personal When you receive a call Phone J7 Announce who the call is For Station Features Screen and announce the caller for these types of calls Hands Free IV Internal IV External J External Direct Yoice Messages iewPoint IV Ask callers without a voice title for their name J If caller ID is present do not ask for their name Announce who is transferring 3 Under Screen and announce the caller for these types of calls choose any of the following a Internal Calls from other TeleVantage us
122. D workgroup Calls and then click OK Doing this marks you as unavailable and you do not receive calls from ACD workgroups CHAPTER 11 RECEIVING AND HANDLING CALLS IN VIEWPOINT 11 17 Incoming call indicators 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 name if available Incoming call from Joe Briggs 6174927141 i 1 58 PM Right click the button for a shortcut menu of call handling commands such as Take Call and Take Message Double click the button to bring ViewPoint to the front of your desktop TeleVantage can also give you information about an incoming call on the phone in the following ways a Call announcing Tele Vantage announces the caller s name and gives you the choice of accepting the call or sending it to voicemail See Call announcing on page 4 2 and Customizing or turning off call announcing on page 18 6 for more information a Call waiting When you are on a call TeleVantage alerts you of an incoming call by playing the call waiting tone two beeps See Call waiting on page 4 3 for more information Caller ID display If you have a telephone with a Caller ID display you can use it to see the Caller ID of the incoming call See Displaying Caller ID on a phone on page 18 8 for more information Customized ring pattern
123. Defaut location x w Taking calls fives use my routinglst S YS Queue calls No ie Routing List oefauk Standard o Greeting Defaut nitialGreetng OO E J Ignore Custom Call Handling J When I select this Personal Status prompt me to change these settings i Cancel Apply Help 2 Enter a name for the personal status 3 Use the audio controls under Recorded name to record the name so that you can select the status by using the telephone commands see Selecting a personal status on the phone on page 5 10 4 Specify how you want your calls handled while this personal status is selected For most call handling preferences you can select either a specific item or Default Selecting Default uses the item that is your current personal status default which is shown in parentheses See Personal status defaults on page 9 12 for more information Note If you change your personal status default all call handling preferences set to Default are updated Under Where Am use the dropdown list to specify the phone to which your incoming calls are sent For more information about Where I Am see Call forwarding and Where I Am on page 15 2 You can select one of the following options a Default location The phone specified by your current Where I Am setting For example if you changed Where I Am by forwarding your calls this personal status would reflect the change a My default s
124. E LEL Field Description Received To limit your search to a specific time period select this checkbox and then select a time period from the drop down list for example Yesterday or Last 3 months If you select Specific date enter the date in the text box using the format provided or click to select a date from a calendar Length To search for recordings of a specific length select this checkbox Select an option from the drop down list and then enter the number of minutes in the text box for example Within 30 sec of 5 minutes Note To enter seconds use the hh ss format or decimal places For example to indicate 1 minute 30 seconds enter either 1 30 or 1 5 Flagged for follow up To search for recordings that were previously flagged for follow up select this checkbox Call Notes To search for recordings that contain a specific text string in the Call Notes field select the checkbox and then enter the string in the text box Archive Notes To search for recordings that contain a specific text string in the Archive Notes field select this checkbox and then enter the string in the text box Advanced Show me recordings Lists one or more criteria that you specify on the Advanced that match these tab To remove an entry from the criteria list select it and then criteria click Remove Define more criteria To add an entry to the criteria list select a Field a
125. ENDIX G USING THE COUNTERPATH SIP SOFTPHONES G 7 Using CounterPath SIP softphones with TeleVantage This following table describes how eyeBeam and Pocket PC softphone features interact with TeleVantage eyeBeam PocketPC Feature Directions softphone softphone Y VY Dialing a number Dial numbers just as you would from a TeleVantage phone including access codes to place external calls You can dial TeleVantage extensions or access the telephone commands without an access code Note that if the eyeBeam phone is set up as a TeleVantage external station you cannot dial SIP addresses from it Place a call by clicking the Dial icon lt You can either dial the number first then click the icon or click the icon first then dial the number Note When placing a TeleVantage call that requires dialing an access code from an eyeBeam phone you do not hear dial tone after dialing the access code You can continue dialing the number and the call will be placed correctly Or to hear dial tone you can press the Dial button again after dialing the access code for example Dial 9 Dial and then dial the number VY VY Ending a call To end a call click the End Call icon n a Do Not Disturb Click the phone s DND button to turn on the Do Not Disturb TeleVantage personal status UY VY Auto Answer Click the phone s AA button to turn on automatic answering of incoming calls similar to TeleVantage s hands free an
126. GE Playing a greeting into a call To play a greeting into a call select the greeting in the Greetings folder and choose Actions gt Play into call You can select either Current call or Other call in which case you can choose which of your calls hears the greeting For more information about playing audio into calls see Playing recorded audio into a call on page 11 13 CHAPTER 13 MANAGING VOICE MESSAGES IN VIEWPOINT 13 21 CHAPTER 14 USING THE CALL LOG FOLDER CHAPTER CONTENTS The Call Log folder ee 50 4 2 45664nee bege heed dege Abed bade deed ei Ea Viewing a calls history 0 0 0 cece eee Taking notes on a Call Log entry 0 0 0 0 cece Associating a call from Unknown with a contact 5 Returning a call in the Call Log folder 0 00 0 eee eee Entering an account code for a Call Log entry 0004 Opening the contact record from a contact s call 02 Listening to a recorded call from the CallLog 005 sharing the Call Log rneer eee hee ee DR Se Oe EA Reporting on the Call Log naasa 2 0 cece tees Exporting the Call 0G zeci Shc tts Aptis ie Epo ia eek Pe E a el Teed The Call 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 dep
127. IP Headset cordless m The DSP 500 USB Folding Headset corded m The DSP 400 USB Multimedia Headset corded GN Netcom http www gnnetcom com m The GN 8120 USB digital USB to headset adapter corded compatible with any GN Netcom QD Headset Before installing the eyeBeam softphone Before installing an eyeBeam SIP softphone on your computer talk to your system administrator and make sure you know the following m The IP address or name of the TeleVantage SIP span m The preferred codec s in order of the TeleVantage SIP span for example G 711 m The authentication username and password required if any m Whether or not you have an external station See the next section If you have an external station If you have an external station you must configure it for a SIP phone before you can use the eyeBeam softphone See Configuring a SIP phone on page 6 14 for instructions If you don t have an external station If you don t have an external station choose Tools gt Options click the Phone tab and check Imitate a station when routing my incoming calls to external numbers APPENDIX G USING THE COUNTERPATH SIP SOFTPHONES G 3 Installing and configuring the eyeBeam SIP softphone Use this procedure to install the eyeBeam softphone on your PC and configure it for use with TeleVantage Notes m These procedures describe the eyeBeam audio only softphone version 1 1 3004w or higher It is recommended that yo
128. Mailbox v Length Number Created Custom Data Notes Sr 0 002 Ml Trunk Ty40400 140User 99 0990000003 Tue 9 13 2005 1 Station 99 SBR One gt Trunk 517 Unkn E Tv40400 Recordings User 140User 98 Tue 9 13 2005 11 02 AM 0980000002 Tue 9 13 2005 11 02 AM Station 98 SBR One gt Trunk 52 Unkn E Tv40400 Recordings User 140User 97 Tue 9 13 2005 11 02 AM 0970000002 Tue 9 13 2005 11 02 AM Station 97 SBR One gt Trunk 54 Unkn E Tv40400 Recordings User 140User 100 Tue 9 13 2005 11 03 AM 1000000003 Tue 9 13 2005 11 03 AM Station 100 SBR One gt Trunk 53 Unk E Tv40400 Recordings User 140User 99 Tue 9 13 2005 11 03 AM 0990000004 Tue 9 13 2005 11 03 AM Station 99 SBR One gt Trunk 51 Unkn E Tv40400 Recordings User 140User 100 Tue 9 13 2005 11 04AM 1000000004 Tue 9 13 2005 11 04 AM Station 100 SBR One gt Trunk 53 Unk E Tv40400 Recordings User 140User 98 Tue 9 13 2005 11 04 AM 0980000003 Tue 9 13 2005 11 04 AM Station 98 SBR One gt Trunk 54 Unkn T 40400 Recordings User 140User 97 Tue 9 13 2005 11 04 AM 0970000003 Tue 9 13 2005 11 04 AM Station 97 SBR One gt Trunk 52 Unkn E Tw40400 Recordings User 140User99 Tue 9 13 2005 11 05 AM 0990000005 Tue 9 13 2005 11 05 AM Station 99 SBR One gt Trunk 1 Unkn E Tw40400 Recordings User 140User 100 Tue 9 13 2005 11 05 AM 1000000005 Tue 9 13 2005 11 05 AM Station 100 SBR One gt Trunk 53 Unk 2 T 40400 Recordings User 140User 99 Tue 9 13 2005 11 06AM 0990000006 Tue 9 13 2
129. Managing the Deleted folder The Deleted folder contains voice messages that you have deleted from the Voicemail folder Items in the Deleted folder continue to be stored in the limited space that has been allocated to you for your voice files To regain space for more voice messages or other voice files empty your Deleted folder To view the contents of the Deleted folder click it in the Folder List Emptying the Deleted folder You can delete an item from the Deleted folder just as you would from any folder When items are deleted from the Deleted folder they are deleted permanently To empty the Deleted folder choose Tools gt Empty Deleted Folder To empty the Deleted folder automatically 1 Choose Tools gt Options The Options dialog box opens 2 Click the Voice Messages Usage tab 3 Choose one of the following options m To delete all messages in the Deleted folder now click Remove all items now The messages are deleted when you click OK to close the Options dialog box To empty the Deleted folder automatically whenever you exit ViewPoint check Remove all items when exiting m To remove old items automatically from the Deleted folder check Periodically remove old items and then enter the age in days at which an item is automatically removed 4 Click OK CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 23 Sharing folders You can share folders and any folders within them with other Tele Vantage users that you
130. Phone Click to check the connection with a USB phone connected to your PC 4 Click OK Setting call restrictions You can use Call Restriction tab in Options to make sure that your SoftPhone can only be called by sources you approve for example the IP address of the TeleVantage Server s Internet span To do so 1 From the SoftPhone keypad window see Showing the SoftPhone keypad window on page F 5 choose Tools gt Options You can also right click the SoftPhone icon in the system tray and choose Options Click the Call Restrictions tab Check Accept calls from only the following IP addresses This blocks all incoming calls from IP addresses other than the ones you specify F 6 USING TELEVANTAGE 4 Click Add and enter an IP address typically the IP address of the TeleVantage 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 Click OK Keeping the keypad window always on top To keep the SoftPhone keypad window always on top of other applications choose View gt Always on top from the keypad window Using the stand alone SoftPhone You can use a lightweight downloadable stand alone version of the SoftPhone without ViewPoint To install the stand alone SoftPhone open the ViewPoint Web Access login page and at the bottom select the link To use the Softphone
131. Point Web Access ask your Tele Vantage system administrator for the Web address to enter in your browser In most cases the instructions in this manual also apply to ViewPoint Web Access You can also use ViewPoint Web Access s context sensitive online Help for specific instructions about a ViewPoint Web Access folder See Using ViewPoint from any web browser on page 8 2 Using the TAPI Service Provider and the CMA If you make extensive use of contact management applications or customer relationship management software such as Microsoft Outlook GoldMine or GoldMine FrontOffice 2000 or Interact Commerce Corporation s Act you can install the TAPI Service Provider and place TeleVantage calls to contacts from those applications You do not need to have Tele Vantage ViewPoint installed on your computer to use the TAPI Service Provider The TAPI Service Provider links your contact management applications to your Tele Vantage phone just as TeleVantage ViewPoint is linked to your phone After the TAPI Service Provider is installed you can use your contact manager application s Place Call feature to call its contacts using your TeleVantage phone Ask your TeleVantage system administrator to install the TeleVantage TAPI Service Provider and then follow the instructions in your contact manager application for placing calls You can also install the TeleVantage CMA Contact Manager Assistant and receive screen pops for calls that show the
132. Public Contacts A a E Contacts Jose Avellanos Marcus Radcliffe ahh rh Call Monitor Monica Traven Corpus Christi F Voice Mail 2 ma es salm y ae 4Items Miri Anatolia x555 QYAvailable 2 To open the Contacts folder click its icon in the navigation bar The Favorite Folders list for the Contacts folder shows the Public Contacts folder for your office and all other Contacts folders that have been shared with you Dial Enter a number or name to dial a Using contacts folders You can create folders to organize your contacts For example you could have a Friends folder for personal contacts that keeps your friends separate from your other contacts Separating contacts into folders makes it easier to find your contacts quickly See Organizing items in folders on page 8 21 16 2 USING TELEVANTAGE Private and public contacts In TeleVantage contacts can be private or public as follows a Private contacts are your 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 share your Contacts folder with them a Public contacts are available to all users in your office When public contacts call your office TeleVantage identifies them no matter which extension or user they are calling Public contacts contained in the Public Contacts folder
133. Station dialog appears Select the second logon option Use station lt x gt to place and answer calls as lt name gt Check Forward my calls to this station Select Station You are logging on to station 4 Cube 101 but your default station is 2 C Use station 4 as a visitor Use station 4 to place and answer calls as Miri Anatolia IV Forward my calls to this station Use my default station station 2 Tam not near a Tele antage phone Description This phone is configured for Cube 101 This option allows you to use this phone a to place and answer calls with your account until someone else logs on Calls to you will not ring at this phone unless your calls are Forwarded You can also use the Call Monitor to take a call at this phone Calls for Cube 101 will still ring xl Press 0 on your phone to hear your station ID Cancel Help After you have logged on make yourself ready as described in Starting your shift on page B 2 When you are finished using a phone log off by either picking up the phone and pressing 0 0 or by exiting ViewPoint When you are logged in at a station other than your own voice message indicators apply For example if you hear stutter dial tone or see a message waiting light on the phone it means you have new voice messages B 4 USING TELEVANTAGE Signing in and out of a queue You can be either signed in or signed out of each queue to which you belong Only
134. Tele Vantage call waiting beeps at your external station You can also use hands free mode at the external station m ViewPoint is fully integrated with the external station including complete call control capability Note Custom ring patterns do not work with external stations See Changing ring patterns on page 18 11 6 10 USING TELEVANTAGE There are two types of external stations An IP phone IP phones configured as external stations behave like regular TeleVantage stations You can place calls as if from your desk phone see Placing TeleVantage calls with an IP phone external station on page 6 5 You can move your IP phone to other locations whenever you want Note that after moving H 323 phones you must pick up and replace the handset for TeleVantage to will send your incoming calls to the phone s new location This is not required for SIP phones A phone at an external phone number These external stations behave just like regular Tele Vantage stations except that in order to place Tele Vantage calls using the phone you must first call your TeleVantage system and log on See the next section Placing TeleVantage calls from an external station This section does not apply to IP phones No special procedure is required to place TeleVantage calls from an IP phone external station From a non IP external station use one of the following procedures to place outbound TeleVantage calls Using ViewPoint
135. Use any ViewPoint command to place the call Your external station rings to connect you to the call Using the phone 1 Call your office from the external station and log on to your account See Logging on to TeleVantage from a remote number on page 6 6 2 Press to get an internal dial tone Then do one of the following m To place the call without ViewPoint call control or TeleVantage call waiting simply dial the call including access code m To enable ViewPoint call control and TeleVantage call waiting for the call press 17 then dial the call including access code As long as your call to Tele Vantage lasts TeleVantage treats further calls you make as coming from your external station enabling Call Monitor control and full ViewPoint integration on those calls Disconnecting from a call and remaining on the line You can disconnect from a call and remain on the line which is useful when placing a series of calls through TeleVantage By disconnecting from your current outgoing call only you do not have to repeatedly dial into TeleVantage Your connection with TeleVantage continues and you can proceed to make more outgoing calls To disconnect from your current call press 3 CHAPTER 6 USING TELEVANTAGE WITH A REMOTE PHONE 6 11 Using ViewPoint with an external station ViewPoint treats external stations just like regular internal stations You can use ViewPoint commands that require a phone place and answer
136. Vantage shows a caller s name as Unknown but you know who the caller is you can associate the call with one of your contacts Doing this replaces Unknown with the contact s name You can also associate the Caller ID number or the name from the call with a contact Doing this adds the number to the contact s Incoming Caller ID list Future calls from that phone show that contact as the caller In this way you can teach Tele Vantage to recognize the people who call you CHAPTER 16 MANAGING CONTACTS AND WORKGROUPS 16 9 For example the following illustration shows a voice message before association showing Unknown as the caller B From Length Number Unknown Mon 9 19 2005 1 32 PM 08 The next illustration shows the same message after you associate it with your contact Nathaniel Chestnut Nathaniel Chestnut Mon 9 19 2005 1 32 PM You can teach TeleVantage to recognize a caller by Caller ID name instead of the phone number This can be useful for example if the contact calls from a company with a PBX that randomly assigns phone numbers to trunks but uses a Caller ID name that remains the same To associate a call with a contact 1 Click one of the following m An active call in the Call Monitor folder a An entry for a call in the Call Log folder m A voice message in any Voicemail folder 2 Click Al on the toolbar The Associate dialog box opens amp Associate
137. You would select the status and then specify your call forwarding location in the Active Settings dialog box You can set a personal status to open the Active Settings dialog box whenever you select that personal status so that you can make this kind of change To do so edit the personal status as shown in Modifying a personal status on page 9 6 and check When I select this Personal Status prompt me to change these settings Note If you find that you override a personal status preference frequently in the same way consider changing the preference in the personal status permanently For example if you want the Out of the Office personal status to always use your custom routing list that includes your cell phone specify that routing list in the personal status itself 9 10 USING TELEVANTAGE To change your active settings in the Active Settings dialog box 1 Choose Tools gt Active Settings The Active Settings dialog box opens Personal Status io Available SI Where I Am my default station station 28 z ml WEF 30 seconds Taking calls Queue calls Yes Routing List standard Be Greeting initial Greeting il a J Ignore Custom Call Handling Cancel Help 2 Change any of the following a Tochange your current personal status select a personal status in the dropdown list a To create a new custom personal status click W a To edit the selected personal status in the list pres
138. a TeleVantage SIP span from the drop down list When you configure your SIP phone you should set the phone s SIP Server or Domain field to that IP address In the Userinfo field enter the userinfo portion of the user s SIP URI for example vwilliams in sip vwilliams www vertical com This field uniquely identifies the phone on the Tele Vantage SIP span so whatever text is specified here must also be entered in the SIP phone s Username field when you configure the phone a SIP URI Choose this method if your SIP phone is registered with a non TeleVantage SIP service such as lt www broadvoice com gt or fwd pulver com and you want to receive calls from TeleVantage too Enter the phone s SIP URI for example sip 518589 fwd pulver com Note that when using this option calls from the phone will be placed over the phone s SIP service not TeleVantage so you cannot dial TeleVantage extensions without first dialing the TeleVantage Server s SIP span address 5 Check Stutter dial tone to have the phone alert you to new voice messages by stuttering the dial tone when you first pick up 6 14 USING TELEVANTAGE 6 Check Disconnect when idle to have Tele Vantage hang up the trunk 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 dial tone after a call ends making it easy to place new call
139. a call Combining separate active calls into one Adding parties to a conference Use this procedure to start and build a conference call The call is placed on hold while you are adding new parties but the parties already conferenced can continue to talk to each other 1 2 3 4 Dial the first party and wait for an answer Click the call in the Call Monitor folder Choose Actions gt Conference The Conference dialog box opens Select the second party for the conference call or enter a phone number to dial and then click OK See Placing a call on page 12 2 for more information Note If you have more than one active call when you choose the Conference command click the New Call tab in the Conference dialog box to place the call When the call is answered you are connected to the new party in a separate call The Conferencing dialog box opens giving you the option of adding the party to the conference or not Conference Bet Conferencing in Admin Cancel 12 12 USING TELEVANTAGE 5 Determine whether you want to add the new party to the conference Then click one of the following Complete The new party joins the conference call a Cancel The new party s call is disconnected and you return to the conference call 6 Repeat steps 2 5 to add more parties to the conference Adding parties to a conference by dragging and dropping To drag and drop parties into a conference you must have the C
140. aana aariaa a ete 18 25 Using the Reverse Phone Number Lookup sample Add in 18 26 Using the Desktop Alert Add in 0 0 ce ceeeecceseeeceeeeeeeeeeeeseeeeeeeees 18 26 USING TELEVANTAGE Using the TeleVantage Instant Messaging Add in cee 18 28 Other customization OPTIONS eee eee eeeeeeeeeeeeeeeeeaeeeeeeeeeeeneeeaes 18 29 Appendices Appendix A Telephone Commands Quick Reference A 1 Call ANNOUNCING COMMANAS ee eeeeeeeeeeeeeeeeeeeeeeeeeeneeteaeeeeeeeeeeeeeeaes A 1 Call handling COMMANAS eeeeeeeeeseeeeeeeeeeeeeeeeeeeaeeseaeeseeaeeeeaeeeeaes A 2 Quick Call COMMANAS sesenengan aeaaaee aari i ariei A A 3 Quick call commands for call center agents ee eee eeeeeeeeeeeeees A 5 Voicemail ACCOUNt MENU eeeeeeseeceseeeeeeeeeeeeeeeaeeeeaeeeeaeeeeeneeeeneeeeaes A 6 LOQGING ON esti ote tinted such dietets ted eee a Aetna et A 6 Logging on from a remote location eee eee eeeeeeeeeereeeeeeeeeneeeneees A 6 Voicemail Account MENU COMMANAS ee eeceseeeteeeeeeeeteeeeteteeenes A 7 Appendix B Working as an Agent in a Call Center Queue B 1 Whether this chapter applies to YOU ce eeeeeeeeeeneeeereeteneeteneeeeeeeene B 2 Starting and ending your shift and taking breakS cceeeeeeee B 2 starting your Shift cccke vite sig dai hie e adel B 2 Ending your Shifti ssenari an eater ee B 3 Taking a Breaka sanii en a a Rees Bea ee B 3 What c
141. addresses and SIP URI addresses If your system is set up to handle H 323 and SIP Internet calls you can enter an IP address for example 11 22 33 44 or a SIP URI for example sip vwilliams abccorp com anywhere you could enter a phone number In cases where you must select a dialing service you must select an H 323 service for H 323 calls or a SIP service for SIP calls Placing calls using the Dial bar ViewPoint has a Dial bar on the menu bar that you can use to place calls Dial Enter a number or name to dial To place a call using the Dial bar 1 Type either of the following in the Dial bar m The number to dial If it is an external number type the full number including area code 10 digits in North America for example 6173540600 Do not enter a TeleVantage access code such as 9 To dial international numbers enter followed by the country code and the number for example 44 020 7323 8299 Do not add the international access code for example 011 in North America Hyphens spaces periods and parentheses are allowed m The name or partial name of a user contact or contact company name TeleVantage searches all of the Contacts Extensions and Workgroups for a match If only one match is found the system places the call immediately If there is more than one match a dialog box opens and you can select a name on the list and click Dial to place the call 12 2 USING TELEVANTAGE 2 To specify an account code
142. ag Extension Call Conferences Opens the User the call Conference Auto dialog box Arcee Empty Call Places the Opens the ueue or Monitor call Place Call To IVR Plug in dialog box Text in Call Places a call Opens the ViewPoint or Monitor to the Place Call To another number dialog box application dropped Dragging and dropping 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 The voice message appears in the other application with a filename specifying the contact name or Caller ID of the caller who left it where available Printing items in folders To print the contents of a folder choose File gt Print When you print a folder that contains several columns you may need to change the orientation of the page to landscape so that all columns that appear in the folder are printed Organizing items in folders Folders can have subfolders A folder is a subdivision that let you organize the contents of that folder For example in the Contacts folder you can create a Business folder and a Personal folder and then organize your contacts in these folders You can then click the Personal folder to view only your personal contacts in the Contacts folder You can create folders within the Voicemail an
143. age see Appendix G CHAPTER 12 PLACING CALLS IN VIEWPOINT 12 15 CHAPTER 13 MANAGING VOICE MESSAGES IN VIEWPOINT CHAPTER CONTENTS About managing voice messages in ViewPoint 2 205 13 2 Listening to your voice messages and call recordings 13 4 Handling your voice MessageS 2 ee ee 13 4 Managing call recordings 0 0 cece ete ee 13 8 Sharing your voice MessageS 2 6 eee 13 9 Managing your voicemail quota 0 0 eee ee 13 9 Sending a message directly to a user s voicemail 0 13 10 Knowing when you have new messages 000 e eee eee eee 13 11 Managing greetingS 0 cece eee 13 18 About managing voice messages in ViewPoint You can manage your voice messages and call recordings in the TeleVantage ViewPoint in the same way that you manage e mail messages in your e mail program Your new voice messages or recordings appear in a list in your Inbox folder according to the time and the caller You can listen to them in any order you want and you can easily forward them reply to them or save them in other folders that you create For instructions on how to listen to voice messages or recordings using the telephone commands see Chapter 5 The Voicemail folder The Voicemail folder is your complete voice mailbox It contains your Inbox and other voicemail folders which hold your voice messages as well as any c
144. age 8 19 With the Extensions folder you can see whether a user is on the phone before placing a call to him or her by Call Monitor ertical Tele antage iewPoint File Edit View Tools Actions Help Dial Enter a number or name to dial To New X E L x 2 6 6 m A Transfer E Conference a Aw 2 Call Monitor Call Monitor My Phone Favorite Folders extensions Contacts Name DP Status Number Queue Monitor amp is Name E There are no items to show in this view IEE Call Monitor Gay Rare Extensions A Cecilia st John be D Courtney Barnst M catmontor gi Default Auto Att gt D Jenny Benton a Histor amp Voice Mail D Lou Antander ue k Notes Sy Miri Anatolia 2 Contacts i Y Mathaniel rhestr 4 gt Som _all_ Saes J_ Doc My Phone Lar Sales J 0 Items Miri Anatolia x555 7 Available Sy x Y To add the Phonebook Pane to the Call Monitor folder choose View gt PhoneBook Pane and then select a location from the sub menu With the Phonebook pane open click the appropriate tab to display the Extensions folder or Contacts folder To remove the Phonebook Pane from the Call Monitor folder choose View gt Phonebook Pane gt None Using Index buttons to find items quickly In several folders you can choose View gt Index Buttons to display lettered buttons along the right side of ViewPoint C
145. age to an extension eee 10 5 Using instant messaging ce eee eee eeeeeeeereeeeeeeteaeeeeteeseaeeeeeeaetenes 10 6 Configuring instant Messaging Options eee eeeeee eee eeeeeeeeeeeeeees 10 6 Disabling instant MESSAGING eee ee eeeeeteeeteeeeeeeeeeeteeeeaeeeees 10 6 Changing another users personal statuS 000 eee 10 6 Exporting the Extensions list 0 ee ee eee ee eee eee e ee ES ena EnA ena 10 6 Chapter 11 Receiving and Handling Calls in ViewPoint 11 1 Using the Call Monitor folder eee eeeeeeeeeeeneeeeneeseneeeeseeeeeeeeeeeeeeaes 11 2 Automatically sorting new calls eee eseeeeceteeeecneeeateeeeeeeeneeeaees 11 2 Call Monitor folder tabs cece ceeeneeeceeeeeeaeeeeseeeeaeeeeeeeeeaeeees 11 3 Call Monitor folder panes eee ee ceeeeeeeeeeeeceeeeeeeeeceeeeaeeeeseeeeaeeees 11 5 Call Monitor folder COIUMINS cee eceeceseeeeceeeeeeteeeeeeeeeeneeeaeeeeeeeneas 11 5 Displaying the Call Monitor folder automatically 0 0 0 0 eee 11 5 CONTENTS Selecting and acting on a call in the Call Monitor folder 11 6 Call ownership o s sendin die Rae ais ase hee eee 11 6 Double clicking Calls oo eee seeeesceseeeeececeseeenenseesenseeeeeeeesenesenenetes 11 7 Commands while a Call iS ringing 0 0 eee eeeeeeeneeeeneeeeeeeeeeeeeeeeeeteaes 11 7 Taking the Call sigencusi aac aa aes wee cated 11 7 Sending the call to VOICE MAIN eee ceteeeeereeeeeeeteeeeaeeeeeeeeeeee
146. ail or instant message address You can enter notes about the address in the Description field Click OK to close the Phone Number dialog box To enter more phone numbers or addresses for this contact repeat steps 1 2 for the other categories in the Phone numbers and addresses list 4 Click OK to close the Contact dialog box The new contact now appears in the Contacts folder 16 6 USING TELEVANTAGE Recording a voice title for a contact 1 Inthe Contacts folder select the contact for whom you want to record a voice title and choose File gt Open In the Contact dialog box click the Caller Identification tab Record the voice title by using the audio controls See Using the audio controls on page 8 26 for instructions 4 Click OK Notes m TeleVantage can play the voice titles of contacts over your computer speakers automatically when those contacts call See Customizing incoming call behavior on page 18 16 for more information m TeleVantage can also capture the names of contacts in the voices of the contacts when they respond to the call announcing prompt TeleVantage can then use those recordings as voice titles See To associate a call with a contact on page 16 10 for more information Placing calls to your contacts You can place a call to a contact with a phone number using ViewPoint See Placing a call on page 12 2 for instructions Sharing your contacts You can share any of your c
147. all center agents need to know to get the job done B 3 Working at different phones eee eee e cence esses eeeeeeteaeeeeneeeeeeeene B 4 Signing in and out Of a QUEUE 0 eee eee eee eeeeeeeeeeeeaeeteeeeteneeeeneenaes B 5 To Sign in or out of A QUEUE oe eee eee cette eeeceeeeeetaeeeaeeeetaeeeaeeaeeeees B 5 Seeing whether you are signed in or out of a QUCUC eeeeee B 5 Receiving and handling queue CallS ee eee eeeseeeeeeeeeeeeeneeteneeeeneees B 6 Viewing your position in the QUCUC oo eect eeeeseeeeeeeeeeteeteaeenes B 6 Being monitored or coached by a SUPELVISOF 0 0 0 ee eeeeeeeereeeeeees B 6 Using the Call Monitor tabs oo eee cece ceeeneeeeeeeseeeeeeeeeeeeeeeeeneeee B 7 Wrap Up times netia ie noe ee B 8 Viewing queue ACTIVITY ee eeeeeeseeenececeeeeenereeeseececeseeenereeeseneneesee B 8 Placing calls from a queue eee eeeeeeneeeeeeeeeseaeeeeaeeeeeeeeeneeteaeeeeaeees B 8 Determining whom you are Calling AS cece eeeeeseeeeeeeeeeeeeeeeetes B 9 Popping up caller information ee eeseeeeeeeneeeeneeeeeeeeeeneeeeneeeeeees B 9 Working remotely eescceeeseecserecesneeeseeeesececsaneseenerseneneneeeesanertenerens B 9 Appendix C Supervising a Call Center QUeUC eeeeeeeeeeeee C 1 About supervising queues in VieWPOINT ee eee eee eeeeeeeeeeeeeeeeeeeee C 2 Exempting supervisors from receiving queue Calls 000 C 2 Viewing current queue calls
148. all recordings sent to your mailbox New messages appear in the Inbox folder Use the audio controls above the status bar to play your voice messages When you play a message the audio bar shows elapsed message playback time in minutes and seconds Se Inbox ertical Tele antage iewPoint lt File Edit View Tools Actions Help New gt Bl X ms Reply M Reply toal oy Forward E Associate Voice Mail Favorite Folders Vv Length Number fal Deleted ajg Monica Traven Wed 8 24 2005 11 55 AM Inbox 3 FW Miri Anatolia Wed 8 24 2005 11 52 AM WASHIN Sales Inbox 1 E Monica Traven Wed 8 24 2005 11 50 AM 12 WASHIN Saved z 2 fhe Call Monitor amp Voice Mail 3 oJ Notes E Contacts paH Last caller Monica Traven WASHINGTON Dial Enter a number or name to dial Monica Traven Wed 8 24 2005 11 55 4M lt Enter notes here gt gt a oju BR ee 5 000 a a 20663 3 Items 3 Unheard Miri Anatolia x555 Available A Voice messages have the following display attributes Bold text indicates a new unheard message a FW in the From column indicates a message that was forwarded to you Note You can view the date on which a forwarded message was created by showing the Created column in the Voicemail folder See Customizing columns on page 18 22 a RE in the From column indicates a message that was sent to you in reply to
149. alls pane open in the Extensions or Contacts folder or the Phonebook pane open in the Call Monitor folder For more information see Adding the Calls Pane to any open folder on page 8 15 and Adding the Phonebook Pane to the Call Monitor folder on page 8 15 for instructions Drag and drop parties to the conference as follows m Using the Calls Pane in the Extensions or Contacts folder you can drag users or contacts onto the active call in the Calls Pane to automatically add them as parties to the conference If you press SHIFT while you drag a user from the Extensions list the Conference dialog box opens and provides further options m Using the Phonebook Pane in the Call Monitor folder you can create a conference call by pressing SHIFT and dragging and dropping a call contact or extension onto another call For other drag and drop operations you can perform in ViewPoint see Dragging and dropping items on page 8 19 Conferencing multiple active calls together Use the following procedure when you have two or more separate existing calls that you want to conference together with yourself Note that you cannot conference two conference calls together To conference separate existing calls together 1 Select all the calls that you want to conference together Press CTRL on your computer keyboard as you select multiple calls 2 Choose Actions gt Conference The selected calls are now conferenced with you Muting
150. alls with options on page 3 5 Displaying the Call Monitor when you place a call TeleVantage can display the Call Monitor automatically when you place a call from the Contacts folder or the Extensions list It can also automatically switch to the Call Monitor when you return a call from the Call Log folder or any Voicemail folder See Displaying the Call Monitor folder automatically on page 11 5 for details Creating Windows shortcuts to speed dial a number Speed dial shortcuts are Windows shortcuts for phone numbers that you dial frequently Speed dial shortcuts appear as icons on your Windows desktop You can drag them to your Microsoft shortcut toolbar or to any directory Double clicking them will call the phone number and launch ViewPoint if it is not already running To create a speed dial shortcut on your desktop right click a call an extension or a contact and choose Create Speed Dial Shortcut You can also use the next procedure to create a speed dial shortcut 12 10 USING TELEVANTAGE To create a speed dial shortcut 1 Choose Tools gt Speed Dial Shortcuts The Speed Dial Shortcuts dialog box opens i Speed Dial Shortcuts ox Create shortcut to Call using Name Extension y Contacts Name 4 Ext E Extensions Admin 100 Cecilia St John 103 Workgroups Courtney Barnstable 115 My Numbers Default Auto Atten 8000 Jenny Benton 777 Lou Antander 133 Miri Anatolia 555 Nat
151. ame and destination for the Call Log file Enter the Start Date and the End Date for the portion of the Call Log that you want to export Click Next and then click Finish The portion of the Call Log that you specified is saved to the CSV file 8 32 USING TELEVANTAGE 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 Connected user was hung up upon Abandoned Left message Supervised transfer Login to user account 2 3 4 5 Blind transfer 6 8 9 Call was sent directly to voicemail 10 No answer 12 Login failed the maximum number of times CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 33 CHAPTER 9 USING PERSONAL STATUSES CHAPTER CONTENTS About personal statuses Using predefined personal statuses Selecting a personal status naaa 0000 eee Modifying a personal status 02000 c eee eee eee Creating a custom personal status The Personal Statuses folder Personal status and your active settings Personal status defaults Changing the personal status of another user 2 200 005 About personal statuses 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
152. an transfer or forward calls to external numbers with consuming any TeleVantage trunk lines It works by telling the provider of the call the PBX or phone company to transfer the call on TeleVantage s behalf Without this feature two trunk lines are consumed for the duration of the call one for the incoming call and one for the outgoing call You can check Attempt Centrex PBX transfer when you set up call forwarding or when you add a routing list action If this option is checked Tele Vantage attempts to signal to the call provider to transfer the call on behalf of TeleVantage Incoming calls on other trunks that don t support this feature are routed to the forwarding number in the usual way using a second trunk Note Forwarding calls with this method avoids tying up extra trunks However when a call is routed out TeleVantage loses control of it and cannot send it to subsequent actions on the user s routing list For example after transfer using Centrex or PBX a call cannot go to voicemail 15 6 USING TELEVANTAGE Using routing 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 that tries you at your desk then at your home and finally at your mobile phone A routing list also contains a final action that determines what happens if no one answers Usually the call
153. andard routing list Use the following procedure to rename an item To rename an item 1 Double click the item The item s dialog box opens 2 Inthe Name field type a new name for the item 3 Click OK Cutting and pasting items Cutting a row in the Contacts Greetings Routing Lists Personal Statuses Call Rules and Workgroups folders deletes the item on that row and places it on the clipboard To create a new item based on an existing item and delete the existing item 1 Select the item that you want to delete and on which you want to base a new item such as a contact in the Contacts folder Choose Edit gt Cut In the Navigation pane select the folder into which you want to paste the copy of the item See The navigation pane on page 8 10 4 Choose Edit gt Paste A new dialog box opens containing a duplicate of the selected item s information such as name phone number and so forth You can use this information as a basis for creating a new item 5 Enter the information about the new item in the dialog box Click OK to save the changes as a new item Copying and pasting items Copying a row in the Contacts Greetings Routing Lists Personal Statuses Call Rules and Workgroups folders places a copy of the item in that row on the clipboard as text This information can be pasted into other applications such as a text program Choose Edit gt Copy to place a copy of selected items on your clipboard Ch
154. ands affect only the item or items selected Right clicking an item selects it and opens a shortcut menu that contains commands so it is often the fastest way to perform an action Managing items in folders This section is a guide to managing individual items in a folder m Creating items m Deleting voice messages and other items m Renaming items Cutting and pasting items a Copying and pasting items Dragging and dropping items You may not be able to perform these actions if you do not have the required permission 8 16 USING TELEVANTAGE Creating items 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 choose File gt New and choose the type of item that you want to create such as a contact or a greeting Enter the information about the new item in the dialog box that opens Click OK to create the item You cannot create extensions To create an item by copying an existing item 1 Select the item on which you want to base a new item such as a contact in the Contacts folder Choose Edit gt Copy Choose Edit gt Paste A Contact dialog box opens Copy of lt item that you copied gt appears in the title bar of the dialog box The dialog box contains a duplicate of the selected item s information such as name phone number and
155. antage For a complete list of supported digital phones see Installing Tele Vantage Digital feature phones have several features that allow them to be used in conjunction with TeleVantage For configuration instructions for some of these features see Configuring a digital feature phone on page 18 13 CHAPTER 4 ANSWERING AND HANDLING CALLS ON THE PHONE 4 11 With a digital feature phone you can do the following m Use line appearances to handle multiple calls simultaneously and share lines between phones See the next section a Use the phone s flexible buttons if TeleVantage features have been mapped to them See Using custom mapped TeleVantage commands on page 4 13 Using line appearances Line appearances allow the digital feature phone to handle multiple simultaneous calls with each line mapped to a programmable button For example if you are on a call on a Line 1 button an incoming call might ring Line 2 and you can press Line 2 to put the first call on hold and answer the new call You can have calls on hold on multiple lines and switch between them simply by pressing the buttons You can have as many line appearances as there are programmable buttons on your phone There are two types of line appearances a Primary Directory Numbers PDNs These are lines assigned to you Secondary Directory Numbers SDNs These are lines that are mapped to another user s PDNs so that the line is shared between th
156. antage SoftPhone 0 0 00 e eee ee eee F 5 Using the stand alone SoftPhone 2000 eee eee eee eee F 7 SoftPhone notes About the TeleVantage H 323 SoftPhone The Tele Vantage H 323 SoftPhone is included with Tele Vantage ViewPoint If your system has properly configured H 323 trunks the SoftPhone can turn your PC into an H 323 based voice over IP telephone To speak and listen you can use your PC s microphone and speakers or a USB phone which will provide better quality To place calls you can use ViewPoint or the SoftPhone keypad window View Tools Help EEN oe aj 2 TYGOODKIT x555 Important If your system is configured to use only SIP based Voip the TeleVantage H 323 SoftPhone will not work Use the eyeBeam SIP softphone instead which also provides higher audio quality than the H 323 SoftPhone See Appendix G Using the CounterPath SIP softphones Recommended USB phones The following are recommended USB phones for use with the TeleVantage H 323 SoftPhone m Desk phone Eutectics IPP400 Choose Drivers Only for the Integration Package and Protocol Options http www eutecticsinc com products business html IPP400 a Headset Plantronics DSP 400 http www plantronics com north_america en_US products cat640035 cat640035 pro d440042 While other USB phones may work no other USB phones are recommended at this time including other devices from Eutectics and Pla
157. are calling Note You must have permission to use this telephone command CHAPTER 6 USING TELEVANTAGE WITH A REMOTE PHONE 6 15 CHAPTER 7 SHARING STATIONS CHAPTER CONTENTS About sharing stations 0 00 eects 7 2 Placing outbound calls from shared stations 2000000005 7 2 Distinguishing incoming calls to a shared station 00 7 3 Shared stations and personal status 2000000 eee eee 7 3 About sharing stations In TeleVantage you can share your internal or external station telephone with one or more other users and still use your individual settings such as personal status and dialing permissions You might share a station for a number of reasons including the following Your office uses shifts and you and another person use the same desk at different times of the day Your office does not have assigned desks and you might work at a different phone every day This is sometimes referred to as hot desking or hotelling You frequently move from phone to phone during the day placing and receiving calls wherever it s most convenient The station you re using is a phone in a conference room lab or other shared location This chapter covers procedures you should use if you share a station for these or any other reasons Placing outbound calls from shared stations How TeleVantage handles outbound calls from a station depends on which user is currentl
158. ate additional actions for the routing list When you have finished creating the routing list s actions move down in the Routing List dialog box to specify the routing list s final action Final actions are performed on calls that are still unanswered after trying all the actions Note To specify different final actions for busy and no answer states see the next section Handling busy station calls differently than calls not answered To specify a final action make the following choices a Play Greeting Check to play a greeting before the final action then choose the greeting from the dropdown list For information about the System hold greeting see the Pause and repeat final action in the following list Important Under most circumstances you should select this check box and select Active as the greeting For information see Using greetings with routing list final actions on page 15 15 Action Select the final action from the dropdown list The following table describes the possible final actions Take a message The call is sent to your voicemail Hang up The call is disconnected Prompt to hang up Internal callers are disconnected External callers are prompted to choose to end the call or to stay on the line for more options Callers who want more options are transferred back to your company s auto attendant USING TELEVANTAGE Final action Description Transfer to an exte
159. ated from another contact manager such as Microsoft Outlook You can export contacts from TeleVantage to a CSV file that you can import into another TeleVantage ViewPoint Outlook GoldMine FrontOffice 2000 Act or other contact management software CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 27 To import contacts from a CSV file 1 Choose File gt Import and Export The Import and Export Wizard opens Choose an action to perform Import Contacts Description Export call log information to a file of comma separated values ma 2 Select Import Contacts and then click Next Eile to import gram Files Televantage ClientiContacts csv Browse Destination Folder a Cecilia St John Contacts x Options Replace duplicates with items imported Allow duplicates to be created Do not import duplicate items I Use phone numbers as caller identification for these contacts Map Custom Fields Help lt Back u gt Cancel In File to Import click Browse and select the CSV file that you want to import In Destination folder select the TeleVantage Contact folder into which you want to import the contacts in the CSV file 5 Under Options select one of the following a Replace duplicates with items imported If Tele Vantage finds a duplicate contact in the CSV file the contact from the file will replace the existing TeleVantage contact Allow duplicate
160. ations created on the fly On outbound calls the trunk used for the call If an incoming call was transferred this column shows the last station that took the call To Number On inbound calls the extension or DID number that the caller dialed On outbound calls the number you dialed Wait Time On incoming calls the length of time from when the caller selected the user s extension to when the user picked up On outgoing calls Wait Time is always 00 00 This column is used primarily in call centers to keep track of the time callers spent waiting for an agent Call ID The TeleVantage ID number of the call mostly for use by system administrators The call ID number also appears in queue logs to identify the call Viewing call details You can view more information about your calls by double clicking a call in the Call Log folder The Call Details dialog box opens Call Details Eg Start Time End Time Answered Time R Monica Traven 8 24 2005 11 54 34 AM 8 24 2005 11 55 09 AM gt Miri Anatolia 8 24 2005 11 54 35 AM 8 24 2005 11 55 08 AM 8 24 2005 11 5 Copy to Clipboard The Call Details dialog box displays a separate line for each party in the call CHAPTER 14 USING THE CALL LOG FOLDER 14 5 Note The Call Details dialog box shows current information about the parties in the call while the Call Log folder shows the information as it was at the time of the call Therefore the two can sometimes be
161. being placed If you want to speak to another user as soon as they are off the phone you can have ViewPoint camp on their busy extension as shown in the Extensions list The system waits until both you and the other user are free then automatically places the call To do so select the busy user and choose Actions gt Camp on Busy Automatically switching to the Call Monitor You can have TeleVantage automatically switch to the Call Monitor folder when you place a call from the Extensions list 1 Choose Tools gt Options The Options dialog box opens 2 Click the View tab 3 Under Display Call Monitor in the following situations check Placing new calls from Contacts or Extensions 4 Click OK Sending an instant message to an extension ViewPoint supports simple secure user to user instant messaging With instant messaging you can initiate a real time typed conversation between yourself and another user who is running ViewPoint and has instant messaging enabled ViewPoint instant messaging is secure because it requires a valid LAN or VPN account and ViewPoint login and has no ability to transfer files with potential viruses Instant messaging limitations Limitations of ViewPoint instant messaging include no notification of presence whether the other user is running ViewPoint or the Instant Message Add in no logging of instant messages no coaching monitoring or recording of instant messages no HIPPA compliance no emotico
162. bers list see the next section Entering My Numbers Note To verify that the phone number is entered in a correct format click E To enter an account code for the call type a vertical bar character l after the number followed by the account code If you are placing a call to an external number make sure that the appropriate dialing service is selected on the Call Using dropdown list see the section Using dialing services on page 12 8 Click OK to place the call Another way to place a call to a user is to double click the user in the Extensions list Entering My Numbers You can store your own phone numbers in your TeleVantage account such as your home number or your mobile phone number When placing forwarding or transferring a call you can click My Numbers and select one of your numbers To enter a number or address in the My Numbers list 1 2 3 Choose Tools gt Options The Options dialog box opens Click the Personal My Numbers tab Click the type of number you want to enter or modify for example Home or Mobile then click Edit To delete a number click it then click Clear 12 4 USING TELEVANTAGE 4 Ifthe Call Using field is present select the dialing service to use when placing calls to this number See Using dialing services on page 12 8 5 Inthe Number Address Email or IM address field enter the phone number IP address email address or instant messaging addres
163. by the contact s voice title Contacts who do not have voice titles recorded are prompted to say their names each time they call you unless you have turned off that prompt see Customizing or turning off call announcing on page 18 6 Note You have a limited amount of space for all voice files including voice titles Therefore if you have many contacts you can save space by recording voice titles for the most important ones only Ask your TeleVantage system administrator how much space you have been allocated and how much you have used 16 4 USING TELEVANTAGE Entering a contact s name and basic information 1 Choose File gt New gt Contact The Contact dialog box opens to the General tab A Untitled Contact BE E Create new contact in Folder Contacts Personal x General Caller Identification General r Phone numbers and addresses Eirst name l IName Address Description a Last name Business 2 Company Home Home 2 Title Mobile Other Account code Preferred telephone prompts american English Notes i A Cancel Apply Help 2 Select which folder to create the contact in using the Create new contact in folder dropdown list If you have permission to create public contacts you can make this contact a public contact by choosing Contacts Public Public contacts can be seen and used by all TeleVantage users All other selections create a p
164. call rule 1 Inthe Call Rules folder select the call rule that you want to enable or disable 2 Choose Actions gt Enabled from the menu bar Enabled call rules are marked with 17 8 USING TELEVANTAGE 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 are ordered from the top down If two call rules apply to the same call the call rule highest in the list is the one used You can create multiple call rules that contain similar caller and schedule conditions and then prioritize them to ensure that the correct greeting and routing list are used for calls For example if you create a call rule for a workgroup but want calls from a certain individual within that workgroup to be handled differently you can create a call rule for that individual and give it a higher priority than the workgroup s call rule To set the priority of a call rule 1 Select a call rule in the Call Rules folder 2 Click a or on the toolbar to move the call rule to a higher or lower priority position How TeleVantage resolves call rule setting conflicts When acall is subject to multiple call rules individual settings personal status greeting routing list or phone are determined by the highest priority rule in which the setting is not blank If the highest priority rule has a setting with an instruction that setting is used But if it
165. callback number m Press for more options after the greeting starts 5 2 USING TELEVANTAGE Knowing when you have new voice messages TeleVantage can alert you in the following ways when you have new unheard voice messages a Stutter dial tone When you pick up your phone the dial tone begins with several short tones and then changes into a regular dial tone The stutter dial tone indicates that you have new voice messages Note Stutter dial tone is not available on Toshiba Strata digital phones Use the message waiting light You or your TeleVantage system administrator can turn stutter dial tone off using ViewPoint See Turning off stutter dial tone on page 18 20 a Message waiting light If your phone has a CLASS message waiting light you can have it flash to indicate new voice messages To use a message waiting light you or your TeleVantage administrator must enable it using the TeleVantage ViewPoint See Enabling a message waiting light on page 18 20 a E mail pager and call notification TeleVantage can send you an e mail message page you or call you whenever you receive a new voice message You can choose to be notified only for Urgent messages and you can schedule notification to occur only during the times you want You can set up notification in ViewPoint See E mail pager and call notifications on page 13 12 If you do not have ViewPoint your TeleVantage system administrator can set
166. calls If you receive calls as part of an ACD workgroup and you have forwarded those calls to another number the ACD workgroup user s settings override your call forwarding settings For example you might have unchecked Prompt recipient to accept or decline call but you might nevertheless get prompted to accept or decline the call when you receive an ACD workgroup call Placing calls at another user s extension To place calls as yourself from another user s extension log on either through ViewPoint or the telephone commands as described in Placing outbound calls from shared stations on page 7 2 Call forwarding and voicemail If no one answers at your call forwarding location the call is sent to your voicemail To completely send your calls to another user s phone and voicemail so that all calls to you ring the other user s phone and go to their voicemail do not use call forwarding Instead create a routing list whose only action is a final action of Transfer to Extension and make this routing list your active routing list See Using routing lists on page 15 7 Forwarding calls over Centrex or PBX trunks If your company has trunk lines that are connected by Centrex lines an external PBX an ISDN line with the 2B Channel Transfer feature or a TeleVantage IP Gateway you can use the Centrex PBX transfer feature to economize TeleVantage s trunk use If properly configured by your administrator this feature c
167. came with your softphone For configuration instructions m See the next section for the eyeBeam SIP softphone m See Chapter 14 of Administering Tele Vantage for the Pocket PC SIP softphone About the eyebeam SIP softphone TeleVantage supports the eyeBeam SIP softphone on platforms running Windows XP 2003 and 2000 If your system has properly configured SIP trunks the eyeBeam softphone can turn your PC into a SIP based voice over IP telephone To speak and listen you can use your PC s microphone and speakers or a USB phone which will provide much higher quality To place calls you can use ViewPoint or the eyeBeam window K AA AC DND eC ce FLASH REC REDIAL Powered by Xten This section describes how to install and configure an eyeBeam SIP softphone for use with TeleVantage G 2 USING TELEVANTAGE Important If your system is configured to use only H 323 based Voip the eyeBeam SIP softPhone will not work Use the TeleVantage H 323 SoftPhone instead See Appendix F Using the TeleVantage H 323 SoftPhone Note that the eyeBeam SIP softphone provides higher audio quality Note TeleVantage supports multiple line appearances with the eyeBeam SIP softphone Contact your system administrator for more information Recommended USB phones While many headsets work with the eyeBeam softphone the following headsets are recommended Plantronics www plantronics com m The CS50 USB Vo
168. ce messages If a message exceeds the time limit TeleVantage ends the message The default maximum is 180 seconds three minutes The highest maximum you can set is 300 seconds 5 minutes unless your administrator changes the limit Note Call recordings are not limited by message length only by the size of your mailbox To set the maximum length for voice messages 1 Choose Tools gt Options The Options dialog box opens 2 Click the Voice Messages tab 3 Inthe Maximum message length field enter a number of seconds 4 Click OK CHAPTER 13 MANAGING VOICE MESSAGES IN VIEWPOINT 13 9 Sending a message directly to a user s voicemail You can record a message and send it directly to the voicemail of one or more TeleVantage users 1 Choose File gt New gt Voice Message The New Message window opens amp New Message BBE m Recipients Available Users Recipients Cecilia St John Courtney Barnstable Doc Jenny Benton Lou Antander zi Options J Private I Urgent m Audio puou FR 00 00 0 a m Notes l Send Cancel Help Click the recipients who you want receive the message in the Available Users list Hold down the CTRL key as you click to select multiple users If you select a workgroup or a queue the message is sent to every user within the workgroup or queue Click Add to move the selected users to the Recipients list Use the audio controls to r
169. ceeeeeeeeeeeeeeeteaeeeeneeeeeeeenes 4 6 Putting acallonm holds aoaie ierann ainni aa e a eieiatas diet 4 7 transferring a call serii pa eaae adaa 4 8 Sending a Call to voicemail eeeeeeeeeeeeeeeieeirieerrreirrreirrierrerereererne 4 9 Recording cal nirmi a ae A tet 4 9 Creating a conference call eeseseeeeseeieeeieeeiesreresrenereneresrereererne 4 10 Parkingia call aigna ea a e aeaaea Aaa da Saada E RARA 4 10 Unparkinga call inai aaa Ns i ea 4 11 Putting a call on silent hold ssseeeeeeeeeeseneiersrrrerrrerrerrerereen 4 11 Sending a Flash command to Centrex or another PBX 4 11 Getting an internal dial tone eee cece ceeeeecneceeeeeeseeeeaeeeeeeeeeeees 4 11 Entering an account code for a Call eee eee eeceeeeeeeeeeeeeeeeeeeeeees 4 11 Using digital feature phones 000 eee eeeeeeeeeeeeeeeeaeeseeeteeeeeeeneeneaes 4 11 Using line APPCArANCES 0 eee eee eseeeeceeeeaeteeeeeeeaeeaeeeaeeeaeeeeeneeeaees 4 12 Using custom mapped TeleVantage command6 ceeeeeee 4 13 Chapter 5 Managing Voicemail and Your Account With the Phone 5 1 About managing your account on the phone cceeeseeeeeeeeeees 5 2 Logging on tO your ACCOUNL eee ee cecceeeceeceeeeeeteeeeaeeeeteeeeaeeeeeeneeaees 5 2 About Voicemail n teed tae tive halen tee ieee i ed ee 5 2 Voicemail from the caller s point Of View 0 0 eee eeeeseeeeereeeeeeeetees 5 2 Knowing when you have new voice MESSAGES eeeeeeeereeeeee
170. cept ACD Workgroup Marking yourself ready and calls unavailable on page D 2 ISDN outbound Caller ID Customizing ISDN outbound Caller ID on page 18 17 SIP Accounts Customizing SIP accounts on page 18 19 My Numbers Entering My Numbers on page 12 4 Phone Customizing how long your phone Default Ring Duration rings on page 18 10 Enable Call Waiting Customizing or turning off call waiting on page 18 8 Ring back Turning ringback for calls on hold on and off on page 18 9 Imitate a station Imitating a station at a remote number on page 6 10 18 2 USING TELEVANTAGE Tab Field See Call Announcing Announce who the call is for The call for announcing prompt on page 7 3 Screen and announce the caller Customizing or turning off call announcing on page 18 6 Station Features Internal analog station Analog phone type Specifying your phone type on page 18 5 Caller ID Caller ID on call waiting Displaying Caller ID on a phone on page 18 8 Message waiting indicator Enabling a message waiting light on page 18 20 Stutter tone Turning off stutter dial tone on page 18 20 Voice first answering Receiving internal intercom calls with voice first answering on page 4 5 Station Features digital phone station Configuring a di
171. ch a greeting that tells the caller what will happen For example if your routing list has a final action of Transfer to extension you could attach a greeting that says I m not in right now Please wait while your call is transferred to the company operator See Using greetings with routing list final actions on page 15 15 a For grab and hold Your TeleVantage account includes a special greeting called a grab and hold greeting that TeleVantage plays to callers when you put incoming calls on hold without talking to the callers first For more information about recording and using a grab and hold greeting see Grabbing and holding the call on page 11 8 Space for greetings You have a limited amount of disk space for greeting and voice title recordings See your TeleVantage system administrator to find out how much space has been allocated to you and how much you have used 13 18 USING TELEVANTAGE Greetings and personal status Your greeting settings may be overridden if you apply a personal status with different greeting preferences or if you change your active settings directly However neither of these actions changes the settings in the Greetings folder For more information about personal status and the active settings see Chapter 9 The Greetings folder The Greetings folder lets you view and manage your greetings To open the Greetings folder click Configuration in the navigation bar then click Gre
172. ch you want TeleVantage to send notifications Separate addresses by semicolons 5 To instruct TeleVantage whether to attach the voice message to the e mail as a WAV file select one of the following options on the dropdown list Do not attach voice message Messages are not attached to the e mail a Attach voice message Messages are attached to the e mail and also appear in the Inbox folder marked as new unheard a Attach voice message and mark as heard Messages are attached to the e mail and appear in the Inbox folder marked as old heard a Attach voice message and delete from Inbox Messages are attached to the e mail and are moved to the Deleted folder Note Your TeleVantage system can be synchronized with Microsoft Exchange so that changes you make to messages in one Inbox folder are reflected in the other See Microsoft Exchange Server synchronization on page 13 7 for more information 6 Click OK Setting up pager notification You can set pager notifications to include the Caller ID of the voice message the TeleVantage extension that the caller dialed and the length of the voice message 1 Choose Tools gt Options The Options dialog box opens 2 Click the Voice Messages Pager Notification tab 3 Select one of the following notification options on the dropdown list Do not send pager notifications You do not receive pager notification of new voice messages a Send a page for all messages You
173. columns that are available in the Call Log folder Many of these columns are hidden by default You can view more information for a call in either of the following ways Double click a call to view it in the Call Details dialog box in which more columns are displayed See Viewing call details on page 14 5 a Add more columns to the Call Log folder itself See Customizing columns on page 18 22 14 2 USING TELEVANTAGE Column Description vers Indicates incoming or outgoing calls respectively ts Called Direction 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 call Useful for analyzing data for ACD workgroups Note that on unanswered calls this field shows the name of the user who was dialed Callback number The callback phone number entered by the caller if one is available Called Number On incoming calls your Direct Inward Dial DID number if the caller used it to call you The field is blank for incoming calls without DID On outgoing calls the number you dialed Custom Data Custom data if any associated with the call Custom data can be collected by IVR Plug ins auto attendants or call center queues Dial String Digits that TeleVantage actually dialed over the trunk which may be different than the digits TeleVantage displays in a contact s phone number For example a dial s
174. coming call behavior 0 0 Customizing ISDN outbound Caller ID 2 0220 055 Customizing SIP accounts gi neii oia ia e a eee ee eee Customizing voice message behavior 002 c eee eee eee Customizing ViewPoint for Operators 0 000 c eee eee eee Customizing the ViewPoint display 0 002 c eee eee eee Enhancing ViewPoint with Add ins 0 0 0 cee eee eee eee Other customization options 2 0 2 0 0 eee eee About customizing ViewPoint You can customize ViewPoint and your TeleVantage account to suit the way you work Most customization options presented in this chapter are set in the Options dialog box accessed by choosing Tools gt Options Your Tele Vantage system administrator may have made some or all tabs of the Options dialog box unavailable to you See your system administrator if you cannot access a particular option that is described in this chapter Guide to the Options dialog box Use the following table to locate instructions for the fields in the Options dialog box LEL Field See Personal Voice Title Recording a voice title on page 18 5 Changing the language of Telephone Prompts telephone command prompts on page 18 6 Personal Operator Changing your personal Operator on page 18 9 List in dial by name Customizing your listing in the di dial by name directory on irectory page 18 9 Ac
175. ctly to a user s voice mailbox by another user via ViewPoint do not have any associated Call Log details Call Details Breeton i From SBR One To Unknown Number 6001 Start Time 9 13 2005 11 05 44 AM Duration 1 49 Result Left Message Left Message Answered By Unknown From Number 6001 To Number 1000000006 Called Number 1000000006 Wait Time 00 Account Code Custom Data Dial String From Device To Device Placed By v a Flag recording Double click the first column for a recording to flag the selected recording for follow up Double click it again to remove the flag You can also use the Flag this recording for follow up checkbox for the selected recording Add notes To add new notes or edit existing notes to the selected recording type in the Call Notes or Archive Notes panes E 10 USING TELEVANTAGE a Restore recording 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 purged Export recording Click E one of the audio controls at the bottom of the Browser to export one or more selected recordings to a location on a hard drive other than the folders from which they were archived Exported recordings are not deleted from the archive folder m Refresh Click on the toolbar to refresh the list of mailbox recordings displayed in the Browser m Delete recording Click X on the toolbar t
176. cts folder and enables drag and drop call handling See Adding the Phonebook Pane to the Call Monitor folder on page 8 15 and Dragging and dropping items on page 8 19 m The History Pane which shows the history of the call from the moment it entered the TeleVantage system including where it might have been before being routed to you See Viewing a call s history on page 11 17 m The Notes Pane which enables you to type and save call notes See Adding notes to a call on page 11 17 Call Monitor folder columns The Call Monitor folder contains several columns that show detailed information about a call such as Trunk Name and Target Station Some of the columns are hidden by default For an explanation of the columns press F1 in the Call Monitor folder for its online Help For instructions on hiding and showing columns see Customizing columns on page 18 22 Viewing a custom data column in the Call Monitor If your Tele Vantage system is configured to display custom data in the Call Monitor the custom data appears in one or more columns You can view the available columns in the Show Columns dialog box You can hide and show custom data columns the same way you can hide and show normal columns see Customizing columns on page 18 22 Contact your TeleVantage system administrator to see if any custom data columns are available in your Call Monitor folder Displaying the Call Monitor folder automatically Te
177. d Contacts folders You can create as many folders as you want and you can nest folders within other folders The Voicemail folder contains one folder already created the Saved folder When you listen to a voice message on the telephone and save it the message is moved into the Saved folder Viewing folders in the Folder List The best way to view folders is to choose All Folders in the Navigation pane The Folder List opens displaying all the folders that you can access See The navigation pane on page 8 10 CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 21 Private and public folders ViewPoint displays the following types of folders in the Folder List section of the Navigation pane ma Private folders Folders that you create and that appear in your ViewPoint only unless you share them with other users See Sharing folders on page 8 24 Public folders Folders that are visible to all TeleVantage users See Viewing public folders on page 8 23 Managing folders This section is a guide to basic actions you can perform on folders The folders that support subfolders are the Voicemail folder and the Contacts folder Creating folders 1 Choose File gt Folder gt New Folder The Create New Folder dialog box opens 2 Under Name type a name for the new folder 3 Under Select where to place the folder click the folder within which you want to place the new folder The folders that support subfolders are the Vo
178. d at other types of extensions such as queues or auto attendants Note With BLF enabled do not confuse illuminated Speed Dial buttons with illuminated SDN buttons Unlike with SDN a lit Speed Dial button does not indicate an incoming call and you cannot press it to join the call Pressing a lit Speed Dial button would place a Speed Dial call to the busy user CHAPTER 4 ANSWERING AND HANDLING CALLS ON THE PHONE 4 13 CHAPTER 5 MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE CHAPTER CONTENTS About managing your account on the phone 2 2 002000 5 2 About voicemail 0 00000 cette eee 5 2 Listening to and managing your voicemail 0 00 e eee eee eee 5 4 Sending a message directly to a user s voicemail 0004 5 6 Managing your greetings using the phone 2 0 2000000e 5 7 Forwarding your calls using the phone 0 eee eee eee 5 9 Sending your calls straight to voicemail with Do Not Disturb 5 10 Selecting a personal status on the phone 0 0000 ee eee 5 10 Changing your password 0 0 eect eee 5 10 About managing your account on the phone When you log on to your account you hear the Voicemail Account menu From this menu you can listen to and manage your voicemail send new voice messages and customize your TeleVantage account in several ways For a comprehensive chart of the Voicemail Accou
179. d calls You can have the Agents pane display statistics by day or by shift Choose Actions gt Show agent statistics by day shift For information about shifts see the Tele Vantage Call Center Administrator s Guide Note The Agents pane s statistics are those for the selected queue only For example the Calls answered field shows the number of calls an agent has answered for this queue The agent may have answered other calls such as personal calls or calls from other queues APPENDIX C SUPERVISING A CALL CENTER QUEUE C 3 The Agents pane displays the information shown in the following table Some columns may be hidden by default To show them choose View gt Current View gt Show Columns Agents Pane Information amp Icon showing the agent s phone as on hook or off hook Availability 8 Icon for the agent s current personal status Personal Status icon The order in which agents are scheduled to receive calls The order is dependent on the Distribution Order queue s distribution algorithm The agent who will receive the next call is the agent with the lowest number among currently Ready agents kd This column may be disabled See Enabling and disabling the Distribution Order column on page C 15 Name Agent s name C 4 USING TELEVANTAGE Agents Pane Information Agent State Agent s current level of availability to take calls from this queue Note than an agen
180. d the call to voicemail By default either method sends the call directly to your voicemail However if you have a custom routing list defined hanging up sends the call to the next action on your routing list while pressing 2 sends the call to the routing list s final action See Using routing lists on page 15 7 4 2 USING TELEVANTAGE m Press 3 to send the call to voicemail and monitor the message being left The call is sent to your voicemail 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 s message as it is being left The caller cannot hear you To talk to the caller at any time during this process press Flash 1 If you do not want to continue to listen to the message while it is being left hang up the phone m Press 4 to conference This option is available only when call waiting is turned on and you are on a call when the new call arrives The new call is conferenced with you and your current call or calls Note For a description of how call announcing works if you share a station with another user including how to announce who the call is for see The call for announcing prompt on page 7 3 How TeleVantage gets the recording of the caller s name When you have call announcing turned on callers who dial your extension hear a prompt that says Please say your name TeleVantage rec
181. days you can add one schedule entry for during business hours and another schedule entry for on holidays You can define your own custom schedule entries for even greater precision CHAPTER 13 MANAGING VOICE MESSAGES IN VIEWPOINT 13 15 Each schedule entry can be enabled or disabled which gives your notification schedule 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 following procedure illustrates how you would create a schedule that sends e mail notifications for new voice messages during business hours one schedule entry and on holidays a second schedule entry Both schedule entries are enabled To define a schedule for notifications 1 2 7 Choose Tools gt Options The Options dialog box opens Click the Voice Messages Notification tab for the type of notification for which you want to create a schedule Click Schedule The Schedule E mail Pager or Call Notifications dialog box opens and displays any schedule entries that have been defined so far Schedule E mail Notifications C Always send a notification Only send a notification during the following times Enabled Description During custom hours During custom hours Select one of the following a Always send a notification The schedule if any has be
182. different for example if the call was from a contact and you changed the contact s name since the time of the call Call Details columns The Call Details dialog box contains following columns Column Description PETS Indicates the incoming and outgoing components i of the call respectively Name Name of the parties in the call On incoming calls Unknown appears unless the user identified the caller as a contact On outgoing calls the user s name appears Start Time Date and time that each party began participating in the call End Time Date and time that each party left the call Answered Time Date and time that the call was answered Answered By Name of the users for whom this was an incoming call Useful for analyzing data for ACD workgroups Account Code Account code associated with the call if any See Entering an account code for a call on page 4 11 Number On incoming lines Caller ID name and number if available On outgoing lines the number dialed On a call to or from another TeleVantage user this field contains lt NA gt Number Type The type of number displayed in the Number column Types are Phone External phone number Internet Internet or IP network address Extension Internal extension Custom Centrex extension Access Code On outgoing calls and incoming calls over an IP gateway the access code of the dialing service used to place the call
183. dition Schedule Condition Persone fa Call Rules Coworkers My Group Do Not Greetings After business hours After business hour Personal Statuses Routing Lists Public Workgroups Workgroups Call Monit all Monitor W os ees Oo All other calls will be handled according to active settings see Tools gt Active Settin Last caller Monica Traven WASHINGTON 206633 2 Items Miri Anatolia x555 Available gt FWD Vy CHAPTER 17 USING CALL RULES 17 3 Creating a new call 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 gt New gt Call Rule The Call Rule dialog box opens W Coworkers Call Rule BBE Name Coworkers Activate this rule based on the following conditions 7 IV Person or Workgroup My Group aa J Internal callers J External callers J Unidentified callers J7 Calls at certain dates or times al r This rule handles calls using the following settings I Greeting Eee E J Routing List eae re ea ae A l I Taking calls ge Tea I7 Personal Status foonctdistub JAS IV Enable this Call Rule Enter a name for the call rule in the Name field Select one or more caller conditions See Setting caller conditions on page 17 5 Select a schedule condition See Setting schedule conditions on page 17 6 for mo
184. e 1 617 555 8688 Country Region United States of America 1 x City Area code 617 Local Number 555 8888 I Use country code and area code dialing rules IV Show this again when a phone number is unclear Cancel Help To check a phone number 1 Under Country Region make sure the correct country is selected 2 Under City Area code and Local number confirm that Tele Vantage has interpreted the number correctly CHAPTER 12 PLACING CALLS IN VIEWPOINT 12 9 3 Select Use country code and area code dialing rules if you want TeleVantage to apply dialing rules that determine if a number is a local or long distance call Clear it to have TeleVantage dial the number exactly as entered as if you had dialed it on the phone 4 Click OK to close the Check Phone Number dialog box Note When you click to check an Internet address the dialog box lets you check the Internet address and any Remote number that you have appended to it Redialing numbers and returning calls You can quickly perform the following dialing actions in ViewPoint a Redial the last number you dialed Press F12 on your keyboard Return the last call you received Press F11 on your keyboard The name of the last caller and the phone number appear in the status bar at the bottom of ViewPoint window You can also redial and return calls using the Dial bar see Placing calls using the Dial bar on page 12 2 or the telephone commands see Placing c
185. e for example by listing them in alphabetical order by caller name You determine your sort criteria by clicking the appropriate column header USING TELEVANTAGE To sort the Call Monitor automatically 1 2 3 4 Note Choose Tools gt Options The Options dialog box opens Choose the ViewPoint Call Monitor tab Check Actively sorted Click OK Actively sorting the Call Monitor can make Call Monitor performance slower You can always manually sort the Call Monitor by clicking a column header Call Monitor folder tabs For most people the Call Monitor folder contains one tab called My Phone However the Call Monitor can display other tabs that group related calls Click each tab to view the related call activity at your phone My Phone tab This tab always appears in your Call Monitor folder and displays all calls to or from your telephone This includes calls that are forwarded to your extension in this case the called party who forwarded the call is identified in the Owner column and calls to your DID number if you have one All tab The All tab appears if any other tabs in addition to the My Phone tab appear in your Call Monitor The All tab allows you to see all calls for all tabs in one place Parked tab The Parked tab shows all current parked calls Queue tab If you are an agent in a call center queue all the current calls for the queue appear on a separate tab labeled with the queue name An asterisk
186. e General tab in the Contact dialog box double click the appropriate line in the Phone Numbers and addresses list The related Address dialog box opens Call using 2 Phonenumbeer x Number DOO O x Description P I This number is the contact s default IV Use this number as caller identification for this contact Cancel Help For Business home mobile or other Enter the phone number or Internet address by selecting the dialing service on the Call using dropdown list and then entering the number in the field below the list See Entering phone numbers using various types of dialing service on page 12 8 for more information You can enter notes about the phone number or address in the Description field This is a good place to enter extensions Check This number is the contact s default if this is the phone number you dial most frequently to reach the contact The number you choose as the default is slightly faster to select when you place calls Check Use this number as caller identification for this contact if you want TeleVantage to identify calls from this number as calls from the contact Checking this box adds the phone number to the contact s Incoming Caller ID list see Teaching TeleVantage to recognize your contacts on page 16 7 If this option is unchecked calls from this number appear in the Call Monitor and Call Log folders as being from Unknown a For E mail or IM address Enter the e m
187. e Vantage a InstallingIntel chm Contains Installing Intel Telephony Components a UsingTV chm Contains Using Tele Vantage Adobe Acrobat PDF books The PDF versions of TeleVantage manuals are the same files that Vertical sends to be professionally printed and can be used for your own printing or browsing They are available on the TeleVantage Master CD in the Manuals directory To view and print these files use the Adobe Acrobat Reader available on the TeleVantage Master CD in the Adobe directory CHAPTER 1 INTRODUCING TELEVANTAGE 1 7 CHAPTER 2 RECORDING YOUR VOICE TITLE AND VOICEMAIL GREETING CHAPTER CONTENTS About creating your voice title and voicemail greeting 2 2 Recording your voice title 0 0000s 2 2 Recording your voicemail greeting 0 eee eee ee 2 3 About creating your voice title and voicemail greeting This chapter explains how to create your voice title create your voicemail greeting and manage your greetings using the phone When you first begin to use TeleVantage create the following two recordings Your voice title your name Your voicemail greeting what callers hear when they reach your voicemail You can rerecord these recordings at any time Note Your TeleVantage system administrator may have created these recordings for you already but you can create new ones in your own voice Recording your voice title Your voice title is a sh
188. e Welcome WiZard ceeceeceeseecceseseeceeeeeeeeceeesneeeaeeaeeeneeas 8 8 About the tip of the day 000 eee eceseeeseseeeeceseeeecesesernesenesarenersneees 8 8 Watching the ViewPoint Quick Tour e cee eee tees eeeeeenetenees 8 8 Exiting ViewPOINt riras aoea rataan onna aaa ratna ea ea eatea tea ennan 8 8 Exiting and logging Off irinte aaeanoa aeaee nakaa Ena 8 8 Elements of the ViewPoint WiINGOW ceesseeesesereeeeneeeeeeeeteneeeeeees 8 9 Theime nu bar oaeo a an aae cee ee ee 8 9 Whe AGOl Dar EEEE E TA TETTA A te 8 9 The navigation pane s eseseessessssesreeesreensresnsensnnensnernsnnrnennrnennsnena 8 10 MMO VieW Balt aa a ee a a ar Mies he ate 8 11 ThE Status Dares er ee ihe ae eae 8 12 Hiding and showing ViewPoint window elements eeeee 8 12 Locking ViewPoint window elements cece eee eee eee 8 13 Customizing the ViewPoint display c ee eeeeseeseeeeeeeeneeneeeees 8 13 ViewPoint folderi Soient aa eaaa a e eaat opaa ees 8 13 Working in multiple folders eseeseseeeeeeeeeeeereesrereresrereerernerernerens 8 14 Adding the Calls Pane to any open folder eeeeeeeeeeen 8 15 Adding the Phonebook Pane to the Call Monitor folder 8 15 Using Index buttons to find items Quickly eee ee eeeeeeeeeee tere 8 15 Locking the current folder in place eee eeeeeeeeeeeeeeeeteeeeeeeeeeeeees 8 16 Managing folders and it MS cece seeeeeeeee
189. e best way to report the problem is as follows 1 3 In the TeleVantage ViewPoint or Administrator go to the Call Log folder and select the call during which the problem occurred Choose Actions gt Report a Problem The Problem Report Wizard opens with details about the call already entered Complete the Problem Report Wizard screens Reporting other problems If your problem does not involve a specific call run the Problem Report Wizard as follows 1 Do one of the following From ViewPoint choose Help gt Report a Problem m Run the file C Program Files Common Files Vertical TeleVantage TVPRWizard exe Answer the questions presented in each Wizard window Optionally check Send Problem Report Package via e mail in the final window to e mail the problem report package to your TeleVantage system administrator It can be helpful to include in your e mail the time at which the problem occurred as closely as you can identify it Because a problem report package can be large after you send it to your TeleVantage system administrator you should delete it from your system to regain disk space USING TELEVANTAGE INDEX Symbols for options after leaving a voice message 2 3 to skip delay dialing extensions 3 3 amp others in Call Log 14 5 to skip over a voice mail greeting 2 3 commands table for call center queue agents A 5 commands table for normal users A 3 for Flash at re
190. e call recordings 13 8 USING TELEVANTAGE Sharing your voice messages You can share your voice message folders with other TeleVantage users including your Inbox folder your Deleted folder and your Saved folder You can also share any custom folders that you create See Sharing folders on page 8 24 Managing your voicemail quota Your voice mailbox has a limited amount of disk space in minutes to store your voice messages To see the size of your mailbox choose Tools gt Options and click the Voice Messages Usage tab The Tele Vantage default is 20 minutes All voice files in all your folders count against your total mailbox space including messages in the Deleted folder and call recordings When your mailbox is full callers cannot leave you voicemail They hear a message telling them that your mailbox is full If you log on to TeleVantage by using the telephone commands and your mailbox is nearly full TeleVantage prompts you to empty your Deleted folder To view the amount of space remaining in your mailbox 1 Choose Tools gt Options The Options dialog box opens 2 Click the Voice Messages Usage tab The Usage progress bar indicates how close your voice mailbox is to being full Note When your mailbox is nearly full you see a warning message when you start ViewPoint and hear a message when you log on using the telephone Setting a maximum length for your voice messages You can set a maximum length for voi
191. e cee eeeeeeeeeeeeeeeeeeeseeeaeeeeeeeeeeeeeas 6 14 Changing your external station number with 17 ee 6 15 Chapter 7 Sharing Stations c eccccssseeeeeeeeeeeeeeeeeeeeeeneeeeeeeeeeees 7 1 About sharing Stations cece eeseeeeeeeeneeeeeeeeeeeeeeeeeeeaeessaeeesneeeeaeees 7 2 Placing outbound calls from shared stations cccceeeeeeeeeeeetees 7 2 Finding out who is currently logged in at a station eee 7 3 Distinguishing incoming calls to a shared station 7 3 Shared stations and personal Status cceseececeeeeeeeeeeeeeeeeeeneeeees 7 3 CONTENTS Using ViewPoint Chapter 8 Using TeleVantage ViewPoint ccssseeessseeeesseeeees 8 1 About TeleVantage VieWPOINE eee eee eeseeeeeeeeeeeeeeeeeeeeaeeeeeeeeeees 8 2 Using ViewPoint in Spanish German French Parisian or French Canalis E AEAEE catesetedevaGais tesla 8 2 Using ViewPoint from any web DrOWSE ceeeeeeeeeeeeeeeeeneeeeneeeeeees 8 2 Logging on to ViewPoint oo ee eee eee et ranae aa Aaea tee teee tena AIRERA 8 3 Using ViewPoint with a different phone or Server eee 8 4 Using ViewPoint with another station or a remote number 8 6 Logging on with new logon Options cece ceeeseeeeeeeeeeeeeeeeeeees 8 7 Changing your password 0 00 eeceeeeeeeeereeeeteeeaeceeeeeeaeseeeeaeeeaeeeeeaeeegs 8 7 Logging on with command line switches 0 ee eeeeeeeeeeeeeeereeeees 8 7 About th
192. e mailbox viewing size of 13 9 voice messages dragging to other applications 8 21 voice over IP See Internet calls voice titles avoiding Please say your name prompt with 4 3 capturing for contacts in their own voice 16 11 recording for contacts 16 7 recording for yourself using the phone 2 2 recording for yourself using ViewPoint 18 5 voice first answering 4 5 voice mail greetings See greetings VOIP See Internet calls VOX format 8 27 W WAV format 8 27 Welcome Wizard 8 8 Where I Am default 9 13 in personal statuses 9 7 in routing lists 15 10 with call forwarding 15 2 windows opening folders in new 8 14 workgroups overview 16 14 answering another ringing phone within your 4 4 benefits of using 16 14 personal and public 16 15 placing calls to 12 4 routing calls to 15 14 setting to appear as Extensions list tab 16 16 Workgroups folder 16 15 working remotely B 9 USING TELEVANTAGE l 14
193. e two of you When a call is ringing on an SDN either you or the other user can pick up It is common to have several SDNs mapping to all of the PDNs on the other user s phone so you can pick up any call the other user may receive Using PDNs A digital feature phone button configured as a PDN gives you an extra line with which to place or receive calls When an incoming call arrives while you are on the phone the call rings the next available PDN To answer the incoming call either press that PDN button or press and release the hook briefly The previous call is put on hold Using TeleVantage call waiting in conjunction with PDNs gives you an unlimited number of lines Once all PDN lines are in use a new incoming call causes the call waiting beep to sound and you can press Flash to take the call You can continue to add new calls in this manner and can switch between them using the telephone commands or the ViewPoint Call Monitor Note When the user places outbound calls the highest numbered available PDN is used When incoming calls arrive the lowest numbered available PDN is used This provides a visual cue when multiple calls are being handled Using SDNs An SDN is a digital feature phone button configured as a extra line that refers to a PDN of another user When a call comes in to the primary user s phone both the primary user s PDN and your SDN ring and either you or the other user can pick up SDNs can be set and changed
194. e zip tone To end a call while you are using hands free answering press Flash and then press 3 to hang up If the other party hangs up that will also end the call After the call ends you may hear dial tone for a brief period of time before you return to off hook status You can cut short the dial tone and return to silent off hook status by pressing Flash Hands free answering and routing lists In hands free mode your phone picks up whenever an incoming call arrives so normally calls will never proceed to subsequent actions on your routing list such as voicemail However callers can be sent to the next action on your routing list in either of the following ways a Manually by you with call announcing If you are using call announcing you can send a call directly to voicemail by pressing 2 at the call announcing prompt or to the next action on your routing list by pressing Flash 3 See Call announcing on page 4 2 a Manually by the caller without call announcing If you are not using call announcing the caller has a 10 second window after the call is connected in which they can press to go to the next action on your routing list which by default is voicemail For more information about routing lists see Using routing lists on page 15 7 Receiving internal intercom calls with voice first answering If you use a supported ADSI digital or SIP phone as your TeleVantage station you can use voice first answering wh
195. earch by and enter the search term Click New Search to clear the fields and checkboxes 3 Click Find Now CHAPTER 14 USING THE CALL LOG FOLDER 14 7 Viewing a call s history By clicking History in the bottom pane and then selecting a call you can view the call s entire history through the Tele Vantage system You can see how the call was routed to you and where it may have been in the system before coming to you Unknown 9 18 2005 4 03 56 PM History Notes 103 47 PM 00 New call to lt NA gt from 6172344500 Unknown on Main 617 494 1115 F 103 48PM 01 Routed to auto attendant Artisoft Auto Attendant x8001 03 50PM 03 1 dialed 03 50PM 03 7 dialed 103 51 PM 04 1 dialed 03 54PM 07 Routed to user Matt Waller x171 03 54PM 07 Using Standard routing list taking calls personal status is Available S gt Call history data older than 5 days is purged automatically to save disk space When you copy a Call Log entry using the Edit gt Copy command the call history is copied with it Note Call history is not available in ViewPoint Web Access Taking notes on a Call Log entry By clicking Notes in the bottom pane you can take notes on a Call Log entry Notes can help identify a call in the list or summarize important information about a call To take notes on a Call Log entry select the entry click in the Notes Pane and then type your notes When you are done you can pres
196. eave the Call Monitor folder Click a button on the toolbar Choose a command from the Actions menu Press Enter This puts the selected call on hold or retrieves it if it is already on hold Call ownership In the Call Monitor you can perform call handling commands only on calls that you own You own a call if you are the one who answered it If you select a call that you do not own the call handling commands are unavailable Examples of calls that you can see but that you do not own include calls in a Queue tab that are being handled by another agent or calls in a shared Call Monitor tab that are being handled by the sharing user To determine who owns a call look at the name in the Owner column USING TELEVANTAGE Double clicking calls Double clicking in the Call Monitor folder has the following effects Double clicking an active call puts it on hold Double clicking any other type of call takes the call connects you to the caller This includes incoming calls calls on hold parked calls and calls for which you are screening a message Commands while a call is ringing While calls are ringing at your phone the Call Monitor folder displays Incoming Call If TeleVantage can identify the caller the item in the Call Monitor folder also displays the caller s phone number and name which enables you to screen your calls See Teaching Tele Vantage to recognize your contacts on page 16 7 While calls are
197. ecific instructions about a ViewPoint Web Access folder 8 2 USING TELEVANTAGE Logging on to ViewPoint To use ViewPoint you must log on using a valid TeleVantage user account Important Each ViewPoint program must be licensed If you see a message stating that ViewPoint is not licensed you cannot log on See your TeleVantage system administrator for help if such a message appears To log on to ViewPoint 1 6 Choose Start gt Programs gt Vertical TeleVantage gt TeleVantage ViewPoint The ViewPoint Log On dialog box opens ertical Tele antage iewPoint Log On User Name Miri Anatolia Password I Automatically log on as this user Cancel Help Options gt gt Type your user name in the User Name field If you do not know your user name ask your TeleVantage system administrator Type your numeric password in the Password field Use the same password that you use to log on to TeleVantage on the phone If you want to skip the process of logging on to the TeleVantage ViewPoint in future sessions check Automatically log on as this user Note If you check Automatically log on as this user anyone at your computer can open your ViewPoint program and listen to your voice messages because ViewPoint will open without requiring a password If you need to change login options for example to use ViewPoint with a remote phone click Options See the next section Using ViewPoint with a different phone
198. ecord the message For instructions see Using the audio controls on page 8 26 Select any of the following options ma Private The voice message is marked Private and cannot be shared by the recipients m Urgent The voice message is marked Urgent In Notes type any notes that you want to accompany the message The notes appear in the Notes column of the recipients Voicemail folders Click Send to send the message 13 10 USING TELEVANTAGE Knowing when you have new messages New voice messages appear in the Inbox folder soon after they are left TeleVantage indicates new voice messages in the following ways System tray button Number in navigation pane Stutter dial tone Message waiting light if supported by your phone New message sound E mail pager and call notifications System tray button If ViewPoint is running the following button appears in the system tray at the lower right corner of your Windows taskbar when you have unheard messages Ro Hold the mouse pointer over the button to see the number of new unheard voice messages Double click the button to bring ViewPoint to the front of your Windows desktop Number in navigation pane ViewPoint s navigation pane displays the number of new messages Favorite Folders x in two places next to Voice Mail in the navigation bar and next to CA Deleted the specific folder in the Voicemail Favorite Folders list Inbox 2
199. eeeeeeeeeeeeseeeeseeeneneeeeaes 14 10 Exporting the Call Log 0 eee eeceeeseeeneeeeneeeeeeeeeeeeeeeneeeeaeeeeeeeeeeeeeed 14 10 Advanced TeleVantage Features Chapter 15 Call Forwarding and Routing Lists 0s 15 1 About call forwarding and routing lists eee eeeeeeseeeeeeeeeeeeeeee 15 2 Call forwarding and Where AM eceeceeseeeecreceteeeeteeeeeeteeeeeeeees 15 2 Forwarding calls ki deid ena aaa a aar pcb edt eaczens 15 3 Forwarding calls by using the telephone command6 0 15 3 Forwarding calls in ViewPoint ee eee cette eeeceeeeeeeeeeeeeeeeeneteaees 15 3 Receiving forwarded ACD workgroup CallS eeeeeeeeeeeeeeeees 15 6 Placing calls at another user s extension ce ceeeeeeteeeereeeeeees 15 6 Call forwarding and voicemail e ce eee eeeeeeeeeeneeeeteeetneteaeeeeeees 15 6 Forwarding calls over Centrex or PBX trunks ee eeeeeeeeeeeeeeeeee 15 6 USING OUTING lists iiini tai taia 15 7 The Routing Lists folder eee eeeeseeeeceeceeseeceeeeaeeeeseeteeseneeeeeeees 15 8 Creating a new routing list cece eee eeeeeeeeeeeeseeeeeeeneeeaeeeeeseeeas 15 10 Handling busy station calls differently than calls not answered 15 14 Routing calls to workgroups eceeeeeceeeereeeeceeeeeeeeeeeseaeeeeeeeeneaes 15 14 USING TELEVANTAGE Using greetings with routing list final actions eee 15 15 Chapter 16 Managing Contacts and Workgroups s08 16 1 Abou
200. eeeeeeeeees 17 9 CONTENTS How TeleVantage resolves call rule setting conflicts 17 9 Ignoring all Call fulsit anadai herpa iaaii 17 10 Chapter 18 Customizing ViewPoint csssssseeneeeseseeeeeteeeeees 18 1 About customizing ViewPoint eeeeeeseeeseesrreerrerirerreerrnerrnrerrnerenerens 18 2 Guide to the Options dialog OX esseseeseseeeseeeseeesrernereererenernree 18 2 Customizing telephone behavior sssssssesseeieseierreerierresrreerrerrrerrreee 18 5 Specifying your phone type sssseseeseseseeeseeesesesrensrernererrerernsrenee 18 5 Recording a voice title oe eee ceeeeeeeeeeeneeee serene seseneteeeseteneeseeees 18 5 Changing the language of telephone command prompts 18 6 Customizing or turning off call ANNOUNCING eee eeeeeeeeeeeeee tees 18 6 Customizing or turning off Call Waiting eee eee eeeeeeereeeees 18 8 Displaying Caller ID On a Phone eee eee eeeereeeeeeeteeeeeeeeees 18 8 Turning ringback for calls on hold on and off 18 9 Changing your personal Operator eeeeceeeeseeeeeereeeeereeeeeeeeees 18 9 Customizing your listing in the dial by name directory 4 18 9 Customizing how long your phone rings eee eseeeeeeeeeeeneeee 18 10 Changing ring patterns oo eee eeeeeseeeeceeeeaeseeeeeeeaesaeeeaeeeeeaeeegs 18 11 Enabling and disabling hands free answering c csee 18 11 Enabling and disabling voice first answering eects 18 12 Customizi
201. eeneeeeseeeeeeeeteneeteeeeeeees 8 16 Using commands in folders eee eeceeseeee cesses seeeeeeeeeeeeseaeeereneeeas 8 16 Managing items in folders 0 eee eeeeeeeeeeeeeeeeeeeeeteeeeaeeeeteeetaeeeeees 8 16 Dragging and dropping voice messages to other applications 8 21 Printing items in folders 0 0 eee cee ceeeeeeeeceeeeaeceeeeaeteeseeteaeeeeeeeeas 8 21 Organizing items in folders csceeeececeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeesneeees 8 21 Viewing folders in the Folder List cee eeseeeeeeeereeeeeeeeeeeeeeeeees 8 21 Private and public folders 0 eee eee eeeceeeeeeceeeeseeeeeeeseaeeeeeeeeeetees 8 22 Managing Toldetsi lt 25 ces80 ates sia yidie cece pariva in ahaaa Reel 8 22 USING TELEVANTAGE Viewing public folders eee eeeesecesececeeecesesenceeneeecesesereneseneseres 8 23 Managing the Deleted folder ieeseceeeeseeeseeeeeeeeeeeeeeeeeneneees 8 23 Sharing TOSI oe one ccdeuceee oeescecs easeeeccevsontawetetescdeesmneauteuscapeaeaseetetslc seas 8 24 Viewing Shared folders uo eee eeceseeseseeseeeeeeeeeeeeeeeeeeeeeeeeaeeeesneeeaees 8 25 Deleting Shared items 0 eee eeeeceeeecereeseeeeeeeeeecsesereneesneeeteneesees 8 25 Using the audio COntrols eeeceessceesseecesnecesneeeeeceeeeeeeeaeersenereseenesaes 8 26 Importing and exporting TeleVantage items eee eeeeeeeeeeeeees 8 27 Chapter 9 Using Personal Statuses cccseeesssseeeseeeeesseeeeeees 9 1 About personal Statuses eeeecece
202. eening with ViewPoint 11 7 selecting in Call Monitor 11 6 sending all to voice mail using the phone 5 10 sending all to voice mail using ViewPoint 9 3 sending incoming to voice mail using the phone 4 9 sending incoming to voice mail using ViewPoint 11 7 sorting in Call Monitor 11 2 taking notes on 11 17 transferred to you announcing who is transferring 18 7 transferring blind or supervised 4 8 one of multiple 4 9 tips for Operators 11 12 using drag and drop 11 10 using the phone 4 8 using ViewPoint 11 10 without talking to the caller first 11 8 unparking using the phone 4 11 unparking using ViewPoint 11 15 Calls pane 8 15 Camp on station routing list final action 15 13 camp on calls placing 12 7 Centrex extensions forwarding calls to 15 6 placing calls to 12 8 Centrex system sending a Flash command to 4 11 checking numbers 12 9 CMA See Contact Manager Assistant coaching agents calls C 16 users calls 12 14 columns freezing 18 24 keeping on screen during scrolling 18 24 moving and resizing 18 23 showing and hiding 18 22 sorting by 18 23 conference calls as displayed in Call Monitor 12 12 creating from incoming calls 4 3 creating using the phone 4 10 creating using ViewPoint 12 12 using drag and drop 12 13 Contact Manager Assistant 16 13 contacts overview 16 2 account codes for 16 5 adding and deleting phone numbers for identification 16 9 associating Unknown callers with
203. ees 5 3 If voice messages disappear from your folders s s s 5 3 Customizing voice message playback order eeeeeeeteeseeeeeeeees 5 3 Listening to and managing your voicemail 5 4 Voice message telephone COMMANAS eeceeeeseeeeeteeteereeetteeeeaes 5 4 Deleting and undeleting MESSAGES eee eeeeeeeeeeeeeeeeeeeeeeeeeeees 5 5 Replying to a voice Message eects eee cee teeta eee eeeteatee tee seneaeeates 5 5 Forwarding a VOICE MESSAGE eeeeeeeeeceeeeseeeeeeeteeeeaeeeeteeeeaeeneesaeeaees 5 5 Calling back a VOICE MESSAGE eeeeceeseeeeceeeeeeeeeeteeeseeeaeeeeenteaneaes 5 6 Sending a message directly to a user s voicemail 5 6 Managing your greetings using the phone ccceeseeeeeeeeeteeeeteee 5 7 USING TELEVANTAGE Managing your QreetingS eeeeeseseseeeeseeeseeeeeeaeeeeseeseaeeeeeeeeeeeees 5 8 Available space for greetings eeeeeeeeseseeceeeeeecneeeaeeeetneeeaeeaeeeees 5 8 Forwarding your calls using the phone ee eee eeeeeeeeeeneeeeeeeeeeeeeees 5 9 Turning call forwarding ONL ee ceceseeeeceeenceeeeeeeeeeeeeeeeeeeateeeteteaeeees 5 9 Turning call forwarding Off eee eee eeeseneeeeeeeeeeeeeeeeeeeeeeeeeneneaeeees 5 9 Checking your call forwarding NUMbeE eee ee eee eee eeeeereeeees 5 9 Ignoring your Call rules cece eeeereeeeceeeeaeeeeseeeeeeseeseaeeeeeeeseeeees 5 9 Sending your calls straight to voicemail with Do Not Disturb 5 10 Selecti
204. efault 9 13 table of telephone commands to select A 8 viewing in Extensions list 10 2 personal status defaults defined 9 12 Personal Statuses folder 9 9 phone audio output from 8 12 changing ViewPoint s 8 4 remote See remote phone use ringing of See ringer ringing when you leave a call on hold 18 9 sharing with other users 7 2 phone notifications for new voice mail 13 14 phone numbers checking 12 9 Phone pane on status bar 8 12 PINs for contacts 16 12 Place Call command 12 6 placing calls by clicking shortcuts 12 11 directly to voice mail 3 4 from a queue B 8 from another user s phone 3 2 from Extensions list 10 5 from other contact manager applications 1 3 over Internet using the phone 3 6 over Internet using ViewPoint 12 9 pages and intercom calls 3 6 placing calls cont d quickly from ViewPoint folders 12 6 through system from a remote phone 6 7 to contacts 12 3 to extensions 12 4 to My Numbers 12 4 to workgroups 12 4 using dialing services 12 8 using the dial bar 12 2 using the phone 3 3 12 2 while on another call 3 5 with hands free answering 4 5 play button 8 26 Please say your name prompt about 4 3 turning off 18 7 popping up caller information B 9 Prevent Switching Folders command 8 16 priority of call rules 17 9 of greetings 13 20 private contacts 16 3 folders 8 22 voice mail 13 8 workgroups 16 15 Problem Report Wizard 1 1 problems reporting I 1
205. elect the Out of the Office personal status For more information see Personal status and your active settings on page 9 9 CHAPTER 9 USING PERSONAL STATUSES 9 5 Selecting a personal status on the phone You can select a personal status on the phone in the following ways Log on and press 6 1 See Selecting a personal status on the phone on page 5 10 You can select the Available personal status quickly by picking up the phone and pressing 50 For call center agent statuses pick up your phone and press 51 through 53 Use these quick commands to begin and end your shift and to go on break See Starting and ending your shift and taking breaks on page B 2 Modifying a personal status You can modify predefined and custom personal statuses to reflect your changing availability and location For example if you are often away from your desk attending meetings you can modify the In a Meeting personal status to send your callers directly to voicemail and play a special in a meeting greeting that you record The following predefined personal statuses have preferences that you cannot modify Do Not Disturb The Taking calls preference is fixed at No the status always sends you calls directly to the final action of your routing list usually your voicemail without ringing your phone a Available The Taking calls preference is fixed at Yes this status always implies that you are ready to take cal
206. email greeting Your voicemail greeting is a recording that callers hear when they reach your voicemail For example your voicemail greeting might be similar to the following This is Miri Anatolia I am out of the office right now but leave me a message and I will get back to you soon You can also use your voicemail greeting to tell callers about the following options that are available to them m Press after leaving a message for more options See Voice Message Commands on page 5 4 a Press 7 at any time to leave a callback number The caller can choose to leave the Caller ID number if available or enter another number m Press 0 at any time to transfer to the Operator By default 0 transfers the caller to your company s operator but you can specify another extension instead See Changing your personal Operator on page 18 9 m Press during the greeting to skip the rest of the greeting and begin leaving a message Your TeleVantage account comes with an initial voicemail greeting that callers hear until you record a new one It says The person you have attempted to reach is unavailable Please leave a message after the tone When finished hang up or press the pound key for more options To leave a callback number press 7 If you need immediate assistance press 0 To record your own greeting you can record over the initial greeting or record a second greeting To record a new greeting 1 Pick up y
207. en set up is ignored and you receive notification of new voice messages at all times m Only send a notification during the following times You receive notification only during the times specified in your schedule To add a schedule entry click Add The Schedule Notification dialog box opens Schedule Notification xi This schedule entry occurs During business hours During nonbusiness hours After business hours on workdays Onnonworkdays Business Hours On holid o herders Custom Hours During custom hours I Enable this schedule action ae Cancel Help To specify which set of business hours to use for scheduling click Business Hours Your office may have set up multiple sets of business hours for example one set for 13 16 USING TELEVANTAGE the sales department and another for support In the Business Hours dialog box under Name select the business hours during which you want to schedule notifications and then click OK Note If your office has no business hours set that matches your notification needs you can ask your TeleVantage system administrator to create a new set for you or you can define custom hours for your schedule see the next step 8 Under This scheduled entry occurs choose a time during which you want to be notified of new voice messages For purposes of illustration the business hours are assumed to be Monday through Friday 9 00 a m to 5 00 p m Durin
208. ending on how your TeleVantage system administrator set up the system call Log vertical Tele antage iewPoint _ Of xi File Edit view Tools Actions Help Dial Enter a number or name to dial p Ta New g Ra gt lt HH fe Associate 2 weeks X InfOutbound calls S Call Log Call Log In Outbound calls Favorite Folders x Start Time 3 Call Log 2 Monica Traven Miri Anatolia WASHINGTON 2066332592 8 24 2005 1 3 Sales Call Log 2 Unknown Miri Anatolia WASHINGTON 2066332592 8 24 2005 1 B Call Monitor G Voice mail 2 gt Monica Traven 8 24 2005 11 54 34 AM E History a Notes y f lt Enter notes here gt paola Last caller Monica Traven WASHINGTON 206633 2 Items Miri Anatolia x555 Available FwD V To open the Call Log folder click its entry in the navigation bar The Favorite Folders list for the Call Log shows all other Call Logs that have been shared to you for example a call center queue s Call Log or another user s Call Log Call Log folder filters The Call Log folder toolbar contains two dropdown lists that enable you to view only the calls you want 2 weeks InfOutbound calls Use either or both of the following a Time filter View the most recent calls according to the time frame you select a Inbound outbound filter View only inbound calls only outbound calls or both Call Log folder columns The following table shows the
209. enter queue your Call Monitor folder displays the following tabs m A tab that shows the queue s calls with the name of the queue on it If the tab name appears with an asterisk it means that you are signed out from that queue Note You must have permission to see this tab If you do not see it see your TeleVantage system administrator a The My Phone tab which shows all the calls that are being handled by your phone including any queue calls you have taken m The All tab which shows all your queue and personal calls together Call Monitor AIl Name 2 Status Number Duratior There are no items to show in this view DM i w O 1 History Notes lt Enter My Phone If you are an agent in multiple queues the Call Monitor displays a tab for each queue Click the My Phone tab or a queue tab to view only the calls for that tab Click the All tab to view all calls at once Note Your Call Monitor folder may display other tabs than the ones described in this section See Chapter 11 for a full description of the Call Monitor APPENDIX B WORKING AS AN AGENT IN A CALL CENTER QUEUE B 7 Wrap up time After you finish a queue call you are given wrap up time to complete any work relating to the call During your wrap up time you will not receive any queue calls Your Tele Vantage system administrator sets how much wrap up time you have While you are in wrap
210. er on page 6 10 Using voice message bookmarks You can set bookmarks in voice messages by dragging the arrows that appear under the slider bar When you play a message you have bookmarked only the portion of the file between the bookmarks plays This capability can be useful when you want to mark the location of an important phone number in a voice message 8 26 USING TELEVANTAGE Importing and exporting voice files To import or export a voice file use the buttons on the recording control Import You can import a voice file in WAV or VOX format to use for any ViewPoint recording greetings voice titles and so on TeleVantage can import WAV files with a frequency of 8Khz 11 025 Khz 22 05 Khz or 44 1 Khz You can also import an 8 kHz PCM VOX file MULaw format for North America and Japan ALaw format for other countries l Export You can export any of your ViewPoint recordings including voice messages and recorded conversations to a WAYV file on your hard disk Importing and exporting TeleVantage items You can import contacts into TeleVantage from a CSV comma separated value file and you can export contacts to a CSV file You can also export extensions and the Call Log to CSV files Click File gt Import and Export to open the Import and Export Wizard Importing and exporting contacts You can import contacts into TeleVantage a Froma CSV file generated from TeleVantage a From a CSV file gener
211. er field will return all records with 617 in that field including 61755511212 and 5126175555 For a description of each field on the Basic tab see Search criteria on page E 4 When you are done specifying your search criteria on the Basic tab go to step 3 If you want to specify more complex search criteria Click the Advanced tab to search on additional fields in the mailbox recording s Call Log entry or to define more complex search criteria than you can specify on the Basic tab i Search Archived Recordings Search Name lt Untitled gt Basic Advanced Show me recordings that match these criteria Field Condition Yalue Define more criteria Field Received Add to List Order results by Received v Ascending v For a description of each field on the Advanced tab see Search criteria on page E 4 Click Add to List after defining each entry To remove an entry from the list select it and then click Remove 3 On either tab you can specify how the results will be sorted From the Order results by drop down lists select the Browser column on which to sort the search results Then select Ascending or Descending from the drop down list to specify how to sort the contents of that column Note Search results can also be sorted by clicking any column header in the Archived Recording Browser APPENDIX E USING THE TELEVANTAGE ARCHIVED RECORDING BROWSER E 3 4 W
212. er is sent to your voicemail but you can specify other final actions For example you can transfer calls to another extension put callers on hold and try the series of numbers again or hang up You can specify a different final action for when you re on the phone vs when you re away from your desk For example if your phone is busy you can play a voicemail greeting such as I m sorry I m on the phone please leave a message and I ll return your call as soon as possible You can create as many routing lists as you want and make any one of them the active routing list at any time Note Call center queue calls sent to agents do not follow the agents routing lists See Tele Vantage Call Center Administrator s Guide for details Routing lists for individual callers By using call rules you can have TeleVantage use a specific routing list for a specific caller or group of callers For example you can have a routing list for important customers that includes trying your mobile phone and another routing list for everyone else that only rings your extension See Chapter 17 for more information How routing lists move from action to action A routing list tries calling the next phone number in the series if it Detects a busy signal Encounters the three tone operator intercept for example when a number is not in service m Rings for a number of seconds that you specify You can have TeleVantage prompt the recipient to accept
213. ere I Am to your cell phone When you come back from lunch you select the personal status Available or any other personal status which restores your Where I Am default Where Am returns to being your home phone retaining your call forwarding Setting personal status defaults There can be only one personal status default of each type greeting and routing list at any one time Use the following procedures to m Set a personal status default greeting and routing list m Set a personal status to use your default greeting and routing list To designate a greeting or routing list as the personal status default 1 Open the Greetings folder or the Routing Lists folder and double click the item that you want to be the personal status default In the dialog box for that item check Default Personal Status Greeting Routing List Click OK When you make a greeting active using the telephone commands that greeting also becomes your personal status default greeting To set a personal status to use your defaults 1 Edit the personal status See Modifying a personal status on page 9 6 2 Under Greeting Routing List or Where Am select Default The dropdown list displays the item that is currently the personal status default in parentheses When you create a new custom personal status these preferences are already set to Default The only reason you would need to change them to Default is if you had previously changed them to use
214. eriod interval reset at the same clock time Note Period statistics are always reset counting from midnight not from the time of a Server restart This could result in a short period For example if the Server was started at 9 50 the period would still end at 10 00 resulting in a 10 minute period Statistics by shift At the end of the shift as you defined it see the Tele Vantage Call Center Administrator s Guide Note When a call overlaps a reset time some statistics for it will appear in the first grouping some in the second depending on when the statistic is counted For example Calls Answered is counted as soon as the call is answered while Calls Completed is counted when the call ends Therefore if a call lasts from 11 58 PM to 12 20 AM it would be counted as a Call Answered in Day 1 and a Call Completed in Day 2 When statistics are refreshed By default the Queue Monitor folder refreshes with new statistics as soon as they become available providing a real time picture of queue activity You can enter a slower refresh rate to improve the responsiveness of agents ViewPoint applications You should change this setting if you find that agents ViewPoint applications are responding too slowly To change the Queue Monitor refresh rate 1 Inthe TeleVantage Administrator choose Tools gt System Settings The System Settings dialog box opens Choose the Queue tab Enter the refresh rate you want in mill
215. ers 18 6 USING TELEVANTAGE a External Calls from external callers who choose your extension from an auto attendant or are transferred to you by another user a External Direct Calls from external callers who dial you directly If you have a Direct Inward Dial DID number or if a trunk line is routed directly to your extension you may receive these types of calls Ask your Tele Vantage system administrator about whether your phone is set up in either of these ways To turn call announcing off for a type of call uncheck it for that type With call announcing turned off you are connected directly to the caller when you answer your phone Note If your call announcing settings are different for internal and external calls it can be helpful to set different ring patterns for internal and external callers see Changing ring patterns on page 18 11 You can then tell by the ring pattern whether you will hear the caller or the call announcing prompt when you pick up the phone 4 Use the following options in conjunction with call announcing for external calls Ask callers without a voice title for their names By default if call announcing is turned on contacts and users without voice titles are prompted to say their names When you pick up the phone you hear Call from followed by what they say If you uncheck this field callers are not prompted to say their names With this field unchecked when you receive a call f
216. etings in the Favorite Folders list eS Greetings ertical Tele antage iewPoint File Edit View Tools Actions Help Piw h MX Ea Configuration Greetings Favorite Folders x M Name FS call Rules nn Dial Enter a number or name to dial Initial Greeting The person you have attempted Mon 3 8 Greetings Personal Statuses Routing Lists S Public Workgroups gt Workgroups Initial Greeting la Notes he person you have attempted to reach is unavailable Please leave a message after he tone When finished hang up or press the pound key for more options To leave a b a eju AR eee Call Monitor 2 amp spo 8 Last caller Monica Traven WASHINGTON 2066332 1 Item Miri Anatolia x555 Availabe E FwD V The Greetings folder contains three sections a The Greetings list Your existing greetings appear here a The Notes Pane This pane displays the contents of the greeting To hide or show the Notes Pane choose View gt Notes Pane The audio controls Use these controls to record a new greeting import a greeting from disk or rerecord a selected greeting See Using the audio controls on page 8 26 The active greeting The active greeting is the greeting that TeleVantage plays by default when callers reach your voicemail Only one greeting at a time can be the active greeting Note Callers can hear a greeting other than your ac
217. f extensions Click each tab to view its contents a All tab This tab displays all Tele Vantage extensions Your system may be configured to not show this tab a Workgroup tabs The Extensions folder contains a tab for each public workgroup of which you are a member and a tab for each personal workgroup that you created and decided to show as a tab Click a workgroup tab to see the extensions within that workgroup See Using workgroups on page 16 14 Queue tabs If you are an agent in call center queues the Extensions folder contains a tab for each queue Click the tab to see the agents who are members of that queue Extensions folder columns The following table shows the columns that are available in the Extensions folder To show or hide columns see Showing and hiding columns on page 18 22 Column Description a Type of extension or user phone state The P extension types are a User whose phone is on hook User whose phone is off hook Call center agent in wrap up state g Auto attendant s Call center queue Workgroup E IVR Plug in 8 IP Gateway user phone status not available Icon for the user s current personal status Name Extension s name Ext Extension CHAPTER 10 USING THE EXTENSIONS LIST 10 3 Column Description Personal Status Name Name of the user s current personal status For call center queues this column displays the que
218. f these items with a contact Depending on where the call originated one item may work better than the other as the following examples illustrate m If the call is from a home phone for example ANTANDER LOU 6178380405 In this case where both the number and name are unique either could be used for association m If the call is from a company with many phone lines for example Vertical 6175641121 In this case the phone number may change with every call because the CHAPTER 16 MANAGING CONTACTS AND WORKGROUPS 16 11 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 m Ifthe call is from a standardized Caller ID name for example california 7605550807 In cases where the Caller ID name is standardized for many different phones you should use the phone number for association Using contact PINs for guaranteed recognition Contact PINs provide a guaranteed way for callers to be recognized by TeleVantage whenever they call A contact with a PIN can call from any phone number and be identified by TeleVantage Contact PINs are unique numbers that you give out to contacts Contacts add their PINs to your extension when they call you Examples m Your extension is 177 and you give Mr Jones a contact PIN of 55 Mr Jones calls your office and when prompted to enter your extension he types in 17755 TeleVantage is thu
219. ferences or transfers the call Do Not Disturb Selects the Do Not Disturb personal status sending all calls directly to voicemail Pressing it again makes you Available See Chapter 9 Flash Performs a Flash command required for many TeleVantage telephone commands Hold Puts the caller on TeleVantage hold Park Unpark Parks the call so it can be retrieved from any phone or unparks a parked call Phone Page Performs the 15 command to place a page or intercom call Record Call Begins recording the call Pressing it again stops recording the call CHAPTER 18 CUSTOMIZING VIEWPOINT 18 15 Feature Description Redial Redials the last call received Release Disconnects the call Note that if another line appearance is ringing hanging up the phone will connect you to that line so Release gives you a way to hang up without taking the new call Send to Voicemail Sends the call to your voicemail Set Personal Status Sets the personal status of your choice Click the Parameter column to select the personal status you want The button toggles between that personal status and Available See Chapter 9 Speaker Allows you to use the speaker option on a phone without a speaker button If your phone already has a Spkr button do not map this command to a button Two speaker buttons can conflict with each other Speed Dial Places a call to the number configured for that button Also
220. find your call treated as if it were an internal Tele Vantage call for example you reach a user at your office the likely cause is that you did not log out from a TeleVantage session immediately beforehand When you simply hang up to end a session logout does occurs automatically but not until the phone company drops the call which can take up to 20 seconds To place a call immediately after a TeleVantage session end the session by dialing 96 This logs you out from your TeleVantage session and returns you to your telephone company s dial tone from which you can dial your call Alternatively you can hang up and wait for a short period before trying your call again to give the phone company time to drop the connection CHAPTER 6 USING TELEVANTAGE WITH A REMOTE PHONE 6 7 Using redial and other quick call commands when logged in After logging on from a remote phone you can use any quick call telephone command beginning with for example 66 to redial a call or 15 to place a page or intercom call For a complete list see Quick call commands on page A 3 To use a quick call command press after logging on to get internal dial tone then dial the command Using the redial command after logging on When you use the 66 redial command when logged in from a remote number the number dialed is that of the last call you placed while remote either manually or by using the voice message callback feature It is not the number of
221. ft most button lets you place a new call 2 New You can also click the small arrow to the right of that button for a menu that lets you create any new ViewPoint item The arrow is available in every folder You can hide or show toolbar buttons See Hiding and showing toolbar buttons in a folder on page 18 24 You can also drag the toolbar from its left edge to detach it CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 9 The navigation pane The navigation pane on the left side of the ViewPoint window gives you point and click access to ViewPoint s folders Click a folder in the navigation pane to open that folder in the ViewPoint main window Se Inbox ertical Tele a File Edit View Tools SONET BHA Voice Mail Favorite Folders x fa Deleted Inbox 1 amp Saved JP call Monitor a Contacts E Call Log poB The navigation pane is made up of the Favorite Folders list and below it the navigation bar You can expand the navigation bar or Favorite Folders list by dragging the separator bar between them As you shrink the navigation bar its icons minimize and appear at the bottom USING TELEVANTAGE Using the navigation 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 a Call Monitor Displays the Call Monitor Favorite Folders Extensions and if you are a call center agent Q
222. g at the auto attendant or 9 at a voicemail greeting The auto attendant logon key may be different in your system Check with your system administrator for instructions on remote logon A 6 USING TELEVANTAGE Voicemail Account menu commands Summary of Commands 1 Voice messages Inbox folder 2 Voice messages Saved folder 1 Replay 2 Next message 3 Delete message 41 Reply 42 Forward 43 Call back 44 Call back amp delete 5 Previous message 6 Save 7 Rewind 8 Undelete all 9 Fast Forward Skip message preamble skip rest of message 3 Send voice message 1 Send 2 Review 3 Rerecord 4 Append 5 Mark Urgent 6 Mark Private Cancel 4 Manage greetings 1 Replay 2 Next greeting 3 Make active 4 Rerecord 5 Revert 6 Record new greeting 7 Delete 5 Call forwarding 1 To this number 2 To internal 3 To external 4 Cancel forwarding 5 Query forwarding 6 Toggle ignore call rules 6 Account preferences 1 Personal status see next table 2 Record voice title 3 Change password 4 Change call notification 9 Set as external station 7 Disconnect from TeleVantage Dial tone to start another call Notes a Option 7 is available only when logging on from an outside line m Option 5 1 forwards your calls to the phone at which you are located This phone can be a TeleVantage extension or an external number Using this command at a TeleVantage extension logs you in to that extension See Placing outb
223. g 4 2 disabling call waiting for 3 6 disconnecting without hanging up 3 5 6 11 11 16 forwarding overview 15 3 and Where I Am 15 2 as displayed in Extensions list 10 2 prompting for password 15 5 prompting to accept or decline 15 5 status bar button for 8 12 to Centrex extensions 15 6 turning off 15 5 using the phone 5 9 using ViewPoint 15 3 and voice mail 15 6 when logging on 8 7 handling differently when busy 15 14 handling individual ones differently 17 2 handling table of commands A 2 hold using the phone 4 7 hold using ViewPoint 11 8 11 9 indications of incoming 11 18 muting 11 16 12 13 notification of voice mail 13 12 parking using the phone 4 10 parking using ViewPoint 11 15 placing by clicking shortcuts 12 11 from another user s phone 3 2 from Extensions list 10 5 from other contact manager applications 1 3 over Internet using the phone 3 6 over Internet using ViewPoint 12 9 quickly from ViewPoint folders 12 6 through system from a remote phone 6 7 USING TELEVANTAGE calls placing cont d to contacts 12 3 to extensions 12 4 to My Numbers 12 4 to voice mail 3 4 to workgroups 12 4 using dialing services 12 8 using the phone 3 3 using the toolbar s dial field 12 2 using ViewPoint 12 2 while on another call 3 5 with hands free answering 4 5 playing audio into 11 13 recording using the phone 4 9 using ViewPoint 11 12 screening with call announcing 4 2 scr
224. g business hours Notifications are sent Monday through Friday 9 00 a m to 5 00 p m During nonbusiness hours Notifications are sent at all times other than business hours including early mornings evenings weekends and holidays In this example notifications are sent Monday through Friday 5 01 p m to 8 59 a m and all day on Saturdays Sundays and holidays After business hours on work days Notifications are sent Monday through Friday 5 01 p m to 8 59 a m On nonwork days Notifications are sent all day on Saturdays and Sundays On holidays Notifications are sent all day on holidays During custom hours Notifications are sent only during the days and hours you define independent of your office s business hours and holiday hours Click the Custom Hours button to specify days and times The Custom Hours dialog box opens On the Hours tab enter the days and times Custom Hours xi Hours Holidays The following days and times define the schedule T Monday I Tuesday I Thursday T Friday T T Saturday aes T Sunday l ma o Note You can enter multiple time ranges separated by commas for example 9 00 AM 12 00 PM 3 00 PM 6 00 PM CHAPTER 13 MANAGING VOICE MESSAGES IN VIEWPOINT 13 17 On the Holidays tab of the Custom Hours dialog box click Add to specify individual calendar dates When your custom hours are finished click OK 9 To receive notifications during the times
225. g list action can send a call to a group of people by using the action Call a Workgroup The first person in the workgroup to answer the call is connected to the caller TeleVantage system administrators must use this option to set up ACD workgroups When a routing list calls a workgroup the only numbers called are TeleVantage users Where I Am locations internal or external stations or call forwarding numbers and contacts default numbers Auto attendants queues and IVR Plug ins in the workgroup are ignored and not called 15 14 USING TELEVANTAGE See Using workgroups on page 16 14 for instructions on creating a workgroup To route calls to a workgroup as an action in an existing routing list 1 aN 10 Double click the routing list in the Routing Lists folder The Routing List dialog box for that routing list opens Click Add The Routing List Action dialog box opens In the Action field select Call a Workgroup Select a Workgroup or click Fe to create a new workgroup Under Method choose one of the following ways to ring the workgroup s phones Sequentially from the top down The call tries each member of the workgroup in order until it is answered starting with the first a Individually in a round robin The call tries each member of the workgroup in order until it is answered starting with the next member in line after the one who answered the preceding call a Simultaneously The phone
226. g the Call Log For instructions on exporting your Call Log to a CSV file see Exporting the Call Log on page 8 32 14 10 USING TELEVANTAGE Advanced TeleVantage Features CHAPTER 15 CALL FORWARDING AND ROUTING LISTS CHAPTER CONTENTS About call forwarding and routing lists 0 0 15 2 ForwardingicallS nians a e ted Oe ranean aware ar nent anil 15 3 USING OUTING ISIS ierisinde ee he as be og eens oe a 15 7 About call forwarding and routing lists Tele Vantage provides two ways of receiving your calls at a phone other than your own ensuring that you do not miss important calls when you are away from your desk a Call forwarding Your incoming calls ring at another phone You can use another extension or an external number for example your home phone number Click Tools gt Call Forwarding to forward your calls to another number see Forwarding calls on page 15 3 Routing lists Your incoming calls try a series of phone numbers until you answer at one of them Open the Routing Lists folder to create routing lists see Using routing lists on page 15 7 For more information about working with TeleVantage calls and ViewPoint at a remote location see Chapter 6 Call forwarding and Where Am When you forward your calls you change a TeleVantage active setting called Where Am This setting specifies the phone extension or external number that rings when you receive incoming ca
227. g the last call To redial the last call you placed press 66 Returning the last call To return a call to your last identified caller press 69 You cannot return unidentified calls TeleVantage reads the number it will dial and prompts you to approve it before it dials the call CHAPTER 3 PLACING CALLS ON THE PHONE 3 5 Disabling call waiting for a call Disabling call waiting is useful if you are using your extension to send faxes or to connect to the 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 call Incoming calls while you are on that call are sent directly to your voicemail After the call ends call waiting is enabled again Note You can enter 70 as part of your fax dial string For example your fax dial string might be 70 9 1 617 555 7744 Placing calls to an IP address If your TeleVantage system supports placing calls over the Internet you can dial an IP address directly from your phone In this way you can connect to an H 323 terminal such as NetMeeting To dial an IP address first dial your office s access code for Internet calls If you do not know the access code ask your Tele Vantage system administrator Then dial the IP address entering stars instead of periods For example if your office s access code for dialing IP calls is 7 dial the IP address 255 75 11
228. ge to ignore those rules You can set TeleVantage to use the Standard routing list and ignore your call rules by choosing Tools gt Ignore Call Rules The check mark on the menu indicates that Ignore Call Rules is turned on All call rules are then ignored and all incoming calls ring at your Where Am phone number your extension unless you have changed it with call forwarding or a personal status If there is no answer the caller is sent to voicemail Any settings specified by your call forwarding personal status or active settings are still in effect Example You have set up a routing list that tries you at various phones around the office Now you are taking a trip out of town and you want all calls forwarded to your hotel Use call forwarding to forward your calls to the hotel and then turn Ignore Call Rules on to make sure your calls do not get sent around the office while you are away When return to your office and you turn off Ignore Calls Rules TeleVantage again enforces all of your routing lists and call rules You can have a personal status cause TeleVantage to ignore call rules whenever that personal status is in effect See Chapter 9 17 10 USING TELEVANTAGE CHAPTER 18 CUSTOMIZING VIEWPOINT CHAPTER CONTENTS About customizing ViewPoint 0 00 eee Customizing telephone behavior 20000 cee eee Configuring a digital feature phone 202000 cee eee eee Customizing in
229. ger the workgroup being paged the greater the potential delay a When you place a page you can speak for 30 seconds after the beep and then the page terminates automatically Your system administrator can adjust this time limit Note It is possible that a page will not connect to all paged phones If you find that people who should have received your page did not speak to your system administrator about increasing the PageRequestTimeout time CHAPTER 3 PLACING CALLS ON THE PHONE 3 7 CHAPTER 4 ANSWERING AND HANDLING CALLS ON THE PHONE CHAPTER CONTENTS About answering and handling calls on the phone 04 4 2 Answering TeleVantage calls 0 0 cee eee 4 2 Handling calls with the phone 0 2 cee eee 4 6 Using digital feature phones 0 0 0 eee eee 4 11 About answering and handling calls on the phone This chapter explains how to answer calls at your TeleVantage phone 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 phone see Chapter 6 Using the Flash button on your phone When you use TeleVantage on the phone you use your phone s Flash button to access many commands If your phone does not have a Flash button press and release the hook quickly once to send a Flash command Note On some phones the Flash button is labelled Link or
230. gital feature phone on page 18 13 Station Features external station Destination Call Using Number Configuring an external station on page 6 12 Caller ID Display Ring Patterns Changing ring patterns on page 18 11 Hands Free Enabling and disabling hands free answering on page 18 11 Voice Messages Maximum message length Setting a maximum length for your voice messages on page 13 9 Voice message playback order Setting voice message playback order on page 18 20 Play a sound Playing a sound when a new message arrives on page 18 20 Usage Usage Managing your voicemail quota on page 13 9 Remove Items from Deleted folder Managing the Deleted folder on page 8 23 CHAPTER 18 CUSTOMIZING VIEWPOINT LEL Field See E Mail Setting up e mail notification on Notification page 13 12 Pager Notification Setting up pager notification on page 13 13 Call Notification Setting up call notifications on page 13 14 ViewPoint Resetting ViewPoint so that login is Log on automatically Se required on page 8 3 Double clicking Defining double click behavior in contacts the Contacts folder on page 18 22 Changing how names are Name farmat displayed on page 18 24 Use Navigation pane The view bar on page 8 11
231. gn themselves in and out of the queue See Signing in and out of a queue on page B 5 You can sign agents in or out using either ViewPoint or the Administrator Signing agents in or out using ViewPoint To use this procedure you must have the queue permission Monitor Queue statistics see the Tele Vantage Call Center Administrator s Guide and the general Tele Vantage permission Access Queues folder see Administering Tele Vantage 1 Open the Queue Monitor folder by clicking Public Folders in the Folder List then clicking its icon 2 If there are tabs for more than one queue click the tab of the queue for which you want to sign the agent in or out In the Agents pane select the agent Choose Actions gt Sign this agent into queue or Sign this agent out of queue The command signs the agent in or out Signing agents in or out using the Administrator To use this procedure you must have the general TeleVantage permission Access Queues Folder see Administering Tele Vantage 1 Open the Queues folder and double click the queue for which you want the agent to be signed in or out The Queue dialog box opens 2 Click the Agents tab and double click the agent s name in the Agents in this queue list The Agent dialog box opens C 18 USING TELEVANTAGE 3 Check or uncheck This agent is signed in 4 Click OK to close the Agent dialog box 5 Click OK to close the Queue dialog box Changing an agent s personal s
232. h to clear the fields and checkboxes 3 Click Find Now CHAPTER 16 MANAGING CONTACTS AND WORKGROUPS 16 3 Managing contacts You can manage your contacts using TeleVantage ViewPoint or you can use another contact manager application or customer relationship management program with TeleVantage if you prefer You can also import contacts from other contact managers into TeleVantage See Importing contacts from other contact managers into TeleVantage on page 16 13 Entering a new contact Entering a new contact involves the following tasks which are explained in detail in the three procedures that follow Entering a contact s name and basic information Other basic information includes the contact s company any account code and the language used for prompts for this contact You can also enter up to 5 000 characters in the Notes Pane of the Contact dialog box Entering a contact s phone numbers and addresses When you enter a contact s phone numbers you can specify the number used for Caller ID and the number that is the default number to dial when you call the contact You can also specify a contact s e mail and instant messaging addresses for reference a Recording a voice title for a contact Like your own voice title a contact s voice title is a short recording that you create of the contact s name If you are using call announcing TeleVantage announces calls from the contact by saying Call from followed
233. han the Hold button on your phone With Flash callers hear music if your system has music on hold set up If you use your phone s Hold button callers hear nothing CHAPTER 4 ANSWERING AND HANDLING CALLS ON THE PHONE 4 7 Transferring a call You can transfer a call to another Tele Vantage extension or an external phone number in one of the following ways a Blind transfer Transfer a call without talking to the recipient Supervised transfer Transfer a call after speaking to the recipient first Note You can also transfer a call back to the auto attendant your company s main menu Ask your TeleVantage system administrator for the auto attendant s extension or view it in ViewPoint s Extensions list To perform a blind transfer 1 Press Flash 1 2 Enter the extension or external phone number to which you want to transfer the call If you do not know the extension press 411 and select the recipient by name When dialing an external number include the access code for example 9 3 Hang up The call is transferred To perform a supervised transfer 1 Press Flash 1 2 Enter the extension or external phone number to which you want to transfer the call If you do not know the extension press 411 and select the recipient by name When dialing an external number include the access code for example 9 3 Wait for an answer If the recipient answers introduce the call The caller remains on hold 4 Doone of
234. haniel Chestnut 104 Operator 0 Sales 111 Vin Williams 101 100 Extension cme J eeo ZA 2 Enter or select a number for the shortcut to dial For instructions using this dialog box see Using the Place Call To dialog box on page 12 3 Note You cannot make a shortcut for a workgroup unless your TeleVantage system administrator has given it an extension 3 Click Create A dialog box opens and confirms that the shortcut has been added to your desktop 4 Repeat steps 2 through 3 to create other speed dial shortcuts or click Close CHAPTER 12 PLACING CALLS IN VIEWPOINT 12 11 Creating conference calls TeleVantage lets you easily conference multiple calls together The Call Monitor folder treats a conference call as a single call You can put a conference on hold or park it exactly as you would a single call The maximum number of parties that can be in a single conference can be between 4 and 60 depending on your system s configuration Ask your system administrator for details Conference calls appear in a tree structure in the Call Monitor folder Participants appear on indented rows under the conference call Click the top row to perform an action on the conference a Call Monitor My Phone amp Name A Status Number E Chris Brooks Conf Y Active Azmi Tes Active 9 161748888 Chris Jafar i Active 196 You can create a conference call by m Adding parties one at a time to
235. has another setting that is blank while a lower priority rule has an instruction for that setting the setting from the lower priority rule is used This can result in settings from different call rules being used on a single call See the example that follows Example You create a call rule for your friend Paul that will be in effect during business hours In that call rule you choose a custom greeting for him to hear and a routing list that rings your cell phone You choose to leave the personal status and phone settings blank If Paul also belongs to the Sales workgroup for which you have a lower priority call rule and that call rule specifies a personal status and phone state calls from Paul are handled in the following way Greeting The custom greeting you created for Paul is used Routing List Calls from Paul ring your cell phone as specified in Paul s call rule a Taking calls The behavior specified in the call rule for the Sales workgroup is used because no Taking calls setting is specified in Paul s call rule a Personal Status The Sales workgroup s personal status setting from the Sales workgroup s call rule is used because no personal status is specified in Paul s call rule CHAPTER 17 USING CALL RULES 17 9 Ignoring all call rules If you create routing lists and call rules Tele Vantage handles your incoming calls according to those settings and rules There can be times however when you want TeleVanta
236. havior in the Contacts folder on page 18 22 12 6 USING TELEVANTAGE Camping on a busy user s extension If you want to speak to another user as soon as they are off the phone you can have ViewPoint camp on their busy extension as shown in the Extensions list The system waits until both you and the other user are free then automatically places the call To camp on a busy extension 1 Select the user you want to call in the Extensions list 2 Choose Actions gt Camp on busy The system waits a maximum of 30 minutes for the extension to become free If in that time there was never a moment when both you and the other user were free the camp on call expires The camp on also expires if you exit ViewPoint To cancel a camp on call after you have placed it select the user and choose Actions gt Cancel Camp on Placing calls using drag and drop You can place a call to an extension contact or workgroup by dragging and dropping it either into the Call Monitor or the Dial bar When dropped TeleVantage places the call using the default phone number or Internet dialing service You can also drag and drop any phone number or IP address that appears in text either in the Notes pane of a ViewPoint folder or in another Windows application for example an Outlook e mail or an web page in Internet Explorer To do so simply select the phone number and drag it into the ViewPoint Call Monitor or the Dial bar To drag a number from a
237. he caller cannot hear you To mute a call choose Actions gt Mute Choose Actions gt Mute again to turn muting off Playing a caller s name You can play a recording of a caller s name over your speakers at any time during a call by choosing Actions gt Announce Caller The recording that plays is either the caller s voice title if one has been recorded or the caller s answer to the call announcing prompt Please say your name If you choose Actions gt Announce Caller and hear nothing then either the caller has no voice title recorded you have the call announcing prompt turned off or the caller did not answer the prompt See Customizing or turning off call announcing on page 18 6 for more about call announcing See Recording your voice title on page 2 2 for more about voice titles You can also have the caller s name play automatically when an incoming call arrives See Other options for incoming calls on page 11 18 Disconnecting a call while staying on the phone You can disconnect a call without hanging up the phone Select the call and then choose Actions gt Disconnect This command disconnects the caller and provides you with a dial tone This command is useful if You want to disconnect a single party in a conference call Hanging up your phone would disconnect you from the whole conference m You are going to immediately dial another call If you hang up and pick up your phone too qu
238. he numeric contents of a field For example to search for recordings of calls that were on hold for more than 10 minutes add the criteria Hold Time Greater than 10 Between Use to search based on a range of values for a field For example to search for recordings of calls that lasted more than 10 but less than 20 minutes add the criteria Call Duration Between 10 and 20 Or Use to search for recordings based on two or more values for a field For example to search for recordings of calls from several callers add a criteria like From Or Nancy Jones OR Pete Smith OR Irene Orleans USING TELEVANTAGE LEL Field Description 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 Number Like 617555 Use an asterisk to represent one or more alphanumeric characters For example to search for recordings of calls from anyone with a first name of Nancy add the criteria From Rn Like Nancy You can combine wildcard characters in a single search criteria For example to search for recordings from calls from an area code that begins with 8 and has the 555 exchange add the criteria Number Like 8 555 Note that if you want to search for the actua
239. he personal status Available Non Queue a In ViewPoint select any personal status whose Queue calls preference is set to No other than On Break For example select the Personal status Available Non Queue to receive personal calls without receiving queue calls Important If you have marked your outbound calls as being from the queue you must switch back to calling as yourself Otherwise your outbound calls will continue to be marked as coming from the queue and may be monitored even though you have ended your shift See Placing calls from a queue on page B 8 Taking a break To take a break from answering queue calls during your shift do one of the following m Pick up the phone and press 53 In ViewPoint select the personal status On Break Note If you leave your phone without selecting On Break queue calls might be sent to your phone and callers will hear an interval of ringing before they are placed back on the queue When you finish your break and are ready to receive calls again make yourself ready again Press 51 on your phone or select the personal status Available or Available Queue Only What call center agents need to know to get the job done If you are working as a call center agent you should be aware of the following a While you are ready always take queue calls that are sent to you If a queue call rings your phone and you do not answer the caller will hear ringing and then be placed back on
240. heck Play a sound when a new message arrives Click OK The sound file played is Chord wav located in the Tele Vantage ViewPoint directory by default C Program Files TeleVantage Client To play a custom sound file name it Chord wav and place it in that directory 18 20 USING TELEVANTAGE Customizing ViewPoint for Operators If you are an Operator user you can use the following options to make your tasks easier and faster Place incoming call on hold automatically When you have several incoming calls at once you can have TeleVantage put each one on hold automatically until you are ready to answer it so that none of them go to voicemail Edit your routing list to use the Pause and Repeat final action and the System Hold Greeting See Using routing lists on page 15 7 Transfer calls by dragging and dropping to the Phonebook pane If you display the Phonebook pane in the Call Monitor folder you can transfer a call by dragging it from the Call Monitor to a contact or an extension This action performs a blind transfer See Adding the Phonebook Pane to the Call Monitor folder on page 8 15 and Dragging and dropping items on page 8 19 Resize the Transfer To dialog box You can make the Transfer To dialog box larger so that you can see more users and more columns at a glance TeleVantage remembers the new size of the Transfer To dialog box whenever you open it View users by workgroup In the Extensions list and
241. heck your voicemail change your account settings and providing you have permission place new outbound calls through TeleVantage See the following sections for instructions CHAPTER 6 USING TELEVANTAGE WITH A REMOTE PHONE 6 5 Logging on to TeleVantage from a remote number Logging on to Tele Vantage connects you to the Voicemail Account menu from which you can check your voicemail change or record new greetings forward your calls change your personal status and more For a full description of the telephone commands see Chapter 2 through Chapter 5 and Appendix A If you have permission you can also place new outbound calls through Tele Vantage To log onto TeleVantage from a remote phone 1 Call your office 2 When the system prompts you to enter an extension enter lt your extension gt lt your password gt Note The initial key that you to use to log on might not be on your TeleVantage system Ask your TeleVantage system administrator if your system uses a different key Logging out from a TeleVantage session When you have logged into TeleVantage from a remote phone and you are ready to end your TeleVantage session press 96 at a dial tone before you hang up your phone Doing this logs you completely off the system If you do not log off completely TeleVantage waits a short period of time before ending the session If you pick up your phone again before that period is over TeleVantage still controls the l
242. hen you are done specifying your search criteria on either tab do any of the following To execute the search click Find Now m To reuse the search criteria again at a later time click Save As In the Save Search As dialog box Enter a name for your search and then click Save ma To reset the contents of the Search Archived Recordings dialog box to the default settings click Reset Search criteria The following table describes the search criteria that you can set up on either the Basic or Advanced tab in the Search Archived Recordings dialog box Tab Field Description Basic TeleVantage Server If your system archives mailbox recordings from more than one TeleVantage Server you can search all of the Servers or select a specific Server from the drop down list Mailbox You can search all users mailbox folders or select a specific user from the drop down list From Name or To search for recordings related to calls from a specific user or Number number select this checkbox and then enter all or part of the user s name for example Janice or Jan or phone number for example 17815551212 or 781 To search for calls from an external caller enter Unknown To Name or Number To search for recordings related to calls placed to a specific user or number select this checkbox and then enter all or part of the user s name or phone number E 4 USING TELEVANTAG
243. hen you pick up the IP phone you connect to Tele Vantage internal dial tone so you can dial extensions directly use the telephone commands without logging in and so on As with a desk phone use access codes such as 9 to dial external calls Receiving your voice messages at a remote phone You can have TeleVantage automatically call you when you receive a new voice message so that you can hear the message as soon as it arrives For instructions on setting up call notification of new voice messages see Setting up call notifications on page 13 14 If you are using call notifications you can log on and change the phone number to which notification calls are sent so that continue to you receive them wherever you go To change the call notification number log on to your account and press 6 4 Using TeleVantage from a remote number without ViewPoint This section does not apply to you if you have an IP phone defined as an external station When working at remote number without ViewPoint you can still receive your TeleVantage calls using call forwarding screen them using verbal call screening options and handle them using the telephone commands including transfer conference and call recording For instructions on verbal call screening see Call announcing on page 4 2 For instructions on using the call handling telephone commands see Handling calls with the phone on page 4 6 By calling the office and logging on you can c
244. her parties in the call cannot 59 Join another user s call as a full participant able to hear and be heard by all parties 66 Redial the last call you placed 67 Block outbound Caller ID for the next call Dial 67 followed by the phone number See also 82 69 Dial the phone number of your last incoming call 70 Disable call waiting for the next call 82 Unblock restore outbound Caller ID for the next call Dial 82 followed by the phone number See also 67 Answer another ringing phone Optionally enter the 91 extension of the phone to answer Press to connect See also 99 92 Retrieve a parked call 93 Dial a TeleVantage user by name 95 Manage your calls on hold 96 Log off from a remote session Only available at a dial tone when logged in at a remote phone 99 Answer another ringing phone within your workgroup See also 91 A 4 USING TELEVANTAGE Quick call commands for call center agents The following commands are available only for agents in a call center queue Quick call commands 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 To call as a queue press 14 lt queue s extension gt To cancel calling as the queue and revert to calling as yourself press 14 50 Select the personal status Available This personal status makes you available and you sta
245. his status puts you on a break during your shift While this status is selected the queue does not send calls to you When you take a break be sure to use the On Break status rather than Available Non Queue which ends your shift Using On Break when you take a break will ensure the integrity of call center statistics You can also select this status by picking up the phone and pressing 53 Notes for call center agents m You can make yourself available by selecting either Available or Available Queue Only m You can make yourself unavailable by selecting any status other than Available Available Queue Only or On Break Selecting a personal status This section explains how to select a personal status using ViewPoint or the phone Selecting a personal status in ViewPoint Use any of the following methods to select a personal status in ViewPoint m Click the Personal Status button on the status bar and then choose a personal status Choose Tools gt Personal Status and then choose a personal status m In the Personal Statuses folder select a personal status and then choose Actions gt Set as Active You can configure a personal status so that it prompts you to change its settings whenever you select it Doing this makes it easier for you to change your call forwarding or greeting each time that you select that personal status For example you may want to specify a different forwarding number every time you s
246. icemail folder and the Contacts folder 4 Click OK The folder appears in the Folder List Deleting folders 1 In the Folder List click the folder that you want to delete 2 Choose File gt Folder gt Delete The folder and its contents is moved to the Deleted folder To delete a folder permanently you must delete it from the Deleted folder or empty the Deleted folder by choosing Tools gt Empty Deleted Folder Renaming folders 1 In the Folder List click the folder that you want to rename 2 Type anew name for the folder 3 Press ENTER to complete the name change Moving items between folders 1 Inthe Folder List select the folder that contains the items you want to move to another folder The contents of the folder appears in ViewPoint window Select one or more items that you want to move Drag the selected items to the target folder in the Folder List 8 22 USING TELEVANTAGE Viewing public folders Public folders contain items that all Tele Vantage users can view and use For example any user can view a public contact s information or place a call to that contact Example Your company defines its departments as public workgroups All users in the company can view the members of those workgroups To view public folders click Public Folders in the Folder List Note Items in public folders are not generally available for editing or deleting You must have special permission to edit a public item
247. ich turns your speakerphone into an intercom for internal callers When you receive an internal call with voice first answering enabled you hear a zip tone a beep to alert you to the incoming call The caller is then connected based on your settings for call announcing see Call announcing on page 4 2 If you have call announcing turned off the caller can begin speaking over your speakerphone immediately after the zip tone and you can answer without needing to touch your phone at all If you are not at your desk the caller can press to go to voicemail or the next action in your routing list to try you at a different location When the call ends the phone speaker is automatically turned off and your phone is returned to on hook status Note If you have an ADSI phone receiving a call in voice first mode causes the message waiting light to blink for the duration of the call even though you have no new voice messages CHAPTER 4 ANSWERING AND HANDLING CALLS ON THE PHONE 4 5 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 transferred to you by other users You can place intercom calls to other users even if they don t have voice first answering turned on provided they have the correct type of phone See Placing a page or intercom call on page 3 6 Note If you are using voice first
248. ickly TeleVantage can read that as a Flash command which would put the call on hold instead of disconnecting it Entering an account code for a call While on a call you can enter an account code for the call or change the one already entered 1 Select the call and then choose Actions gt Enter Account Code Enter Account Code for Unknown xi Account Code Enter an account code You can enter numbers letters or other characters Click OK 11 16 USING TELEVANTAGE You can also enter a numeric only account code using the telephone commands 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 entry on page 14 9 Viewing a call s history While a call is visible in your Call Monitor folder you can view its history in the Notes Pane If the History Pane is not showing click History in the bottom pane Unknown 6172344500 History Notes 1 03 50PM 03 t dialed a A 1 03 53PM 06 Routed to user Matt Waller x171 Ba 1 03 53PM_ 06 Using Standard routing list taking calls personal status is Available m gt The History Pane shows the complete history of the call from the moment it entered the TeleVantage system You can see how the call was routed to you and where it might have been before you received it Adding notes to a call While a call
249. ierarchy Several different Tele Vantage features allow you to specify an active setting For example you can specify a routing list in the Routing Lists folder in a call rule and in a personal status This section describes which setting is used in cases of conflict The hierarchy for active settings is as follows 1 Call rule When a call is handled by a call rule its settings are used if specified 2 Active Settings dialog box Personal status Settings that are not specified by a call tule use the current setting in your Active Settings dialog box These are set by your current personal status but you can also set them manually by choosing Tools gt Active Settings Important The exception to this rule concerns greetings which take their highest priority from the routing list followed If a routing list specifies a greeting that is not the active greeting that greeting is always the one played for calls using that routing list Personal status defaults When you select a personal status with a greeting or routing list preference it makes that greeting or routing list active When you are done using that personal status you might want your active greeting and routing list to revert to what they were before Personal status defaults are a way of accomplishing this Personal status defaults specify the greeting and the routing list that become active when you select a personal status that has no greeting or routing list preference
250. in A check mark indicates that the agent is signed in to this queue Total calls All The total number of calls associated with this queue in which the agent has participated since the beginning of the queue s current display period Includes inbound and outbound calls and calls where the agent did not answer or place the call for example joining another agent in a conference call or having another agent transfer a call to him APPENDIX C SUPERVISING A CALL CENTER QUEUE C 7 The Queue Statistics pane At the bottom of the Queue Monitor folder the Queue Statistics pane displays statistics for the queue as a whole To show or hide the Queue Statistics pane choose View gt Queue Statistics Pane You can display queue statistics for inbound calls only outbound calls only or all calls by clicking the appropriate button above the Queue statistics by day section Inbound queue statistics by day Note For outbound calls to appear in the Outbound Statistics section agents must place calls as the queue See Placing calls from a queue on page B 8 The Queue Statistics pane is divided into the following sections a Current status Statistics for the number of agents and calls currently in the queue Queue statistics by day Statistics for calls since the beginning of the current day These statistics automatically reset to zero at midnight Queue statistics by period and shift Statistics for cal
251. individual conference parties You can select individual parties in a conference call and apply the mute command Actions gt Mute The muted parties can then only listen to the call not be heard You can use this feature to manage classroom style conference calls where callers listen to a meeting or lecture Hold down the CTRL key as you click to select or deselect individual parties or hold down the SHIFT key as you click to select a range CHAPTER 12 PLACING CALLS IN VIEWPOINT 12 13 Transferring a conference call You can transfer a conference call but not to the following destinations An auto attendant a Directly to a voice mailbox m A call center queue m An IVR Plug in You also cannot transfer individual parties out of a conference Ending a conference call A conference call normally ends when all parties hang up at roughly the same time If you leave the conference call early by default the conference call continues without you The other participants can continue to talk even if you started the conference and your company is paying for the outgoing calls used to create it To terminate the call each participant must hang up or you must disconnect all parties Your system may be configured to disconnect the conference when you leave Supervising other users calls With the proper permissions you can enter another user s call as a third party without being invited This is usually done by a manager
252. ine and assumes that you are calling from within the system Therefore any number you dial will be treated as if it were an extension within TeleVantage Logging on from a voicemail greeting When you call a Tele Vantage extension and get voicemail you may be able to press 9 during the voicemail greeting to log on to your account Check with your system administrator to see if this feature has been enabled for you Receiving TeleVantage calls at a remote number This section does not apply to you if you have an external station See Using an external station on page 6 10 To receive your Tele Vantage calls at a remote number that is not an external station forward your calls to that phone See Forwarding your calls using the phone on page 5 9 If you re at a remote phone and you want to forward your calls to that phone log onto your account from it and press 5 1 Your calls are forwarded to the phone you re using When you receive a call from Tele Vantage while you are at a remote phone you can use the TeleVantage telephone commands just as if the remote phone were a TeleVantage station Be sure to substitute for Flash when using the telephone commands at a remote phone USING TELEVANTAGE Notes a Using ViewPoint you can password protect your forwarded calls so that you must enter your TeleVantage password to be connected to the call This ensures that only you receive your forwarded calls See Forwarding call
253. ing calls see Parking a call on page 11 15 4 Click OK Using the My Phone tab to handle calls After you answer a call the Call Monitor automatically switches to the My Phone tab The My Phone tab is the only tab from which you can perform call handling commands on a call If you select an active call in another tab the call handling commands are unavailable Displaying calls on the All tab By default the All tab groups your current calls under headers corresponding to your other tabs gt Call Monitor All Name P Status Number 4 Duration User My Phone Tech Support Call Unknown R Active Unavailable 23 34 Keith Burl thy e _ amp Parked Chris Test amp Parked on 1 In this display format a call can appear multiple times for example in the My Phone group and the Parked group You can select any appearance of the call to perform commands on it You can also have the All tab display your current calls without grouping them In this display format each of your calls appears only once 11 4 USING TELEVANTAGE To change the All tab display format 1 Choose Tools gt Options The 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 folder panes The Call Monitor folder contains the following two panes that you can hide or show m The Phonebook Pane which shows the Extensions folder and the Conta
254. ing to a recorded call from the Call Log on page 14 9 Using the telephone commands You can start and stop recording your calls using the 16 telephone command See Recording a call on page 4 9 You can also use the telephone commands to listen to recordings in your Inbox See Listening to and managing your voicemail on page 5 4 Privacy It is the responsibility of you and your administrator to comply with any federal or other applicable statutes regarding the recording of phone calls Vertical Inc disclaims any responsibility for failing to comply with such regulations Playing recorded audio into a call You can play greetings or voice messages into a call Both parties hear the audio recording You can use this feature to store and play pre recorded information such as long Hello greetings when you answer the phone or later in the call for such things as driving directions You can also play your voice messages to a caller to discuss the contents of a message while on the phone While the audio is playing you and the other parties in the call can talk and be heard although you will be talking over the audio Notes m You can play audio into any calls you control for example calls you put on hold or parked When you leave a call any recorded audio you started playing stops a While audio is playing some transfer commands are disabled for example transferring the call directly to voicemail This is becau
255. inistrators and TeleVantage providers Yes Yes Yes Administering Tele Vantage This manual describes setting up managing and monitoring your TeleVantage system including using the TeleVantage Administrator to configure system settings trunks stations users call routing IP telephony and more Administrators Yes Yes Yes Using TeleVantage This manual covers how to use the TeleVantage system including the telephone commands TeleVantage ViewPoint ViewPoint Web Access working from remote locations call center participation and more All audiences Yes Yes Yes CHAPTER 1 INTRODUCING TELEVANTAGE 1 5 Available HTML Acrobat in print book PDF Document Audience TeleVantage QuickStart Guide This small guide provides easy to read instructions for first time users and basic TeleVantage use including a complete telephone command reference and coverage of ViewPoint fundamentals All audiences Yes Yes Yes Tele Vantage Call Center Administrator s Guide This manual describes configuring maintaining supervising and participating in a TeleVantage call center Contains separate Administrators Yes Yes sections for administrators and agents Includes instructions for running call center queues ACD workgroups and TeleVantage call center reports Yes Tele Vantage Developer s Guide This reference describes how to extend TeleVantage s
256. ion Specify station number number number D Check voicemail change Yes Yes Yes a all ViewPoint settings im 2 Place calls Yes Yes Yes Receive calls Via call forwarding Yes Yes LL PE Manage calls transfer Only with Imitate sS conference record etc a station turned Yes Yes a using your phone on gt Manage calls transfer comieranee recond BIC Only with Imitate Only with Imitate Only with Imitate gt you receive at any TE Bey i l a station turned a station turned a station turned number in your routing TE on on on list including call forwarding 6 4 USING TELEVANTAGE Tips for all remote phone use The following sections apply to all remote phone use Using instead of Flash at a remote phone When using the TeleVantage telephone commands with any remote phone including external stations you must press instead of Flash for example to put calls on hold or use call handling commands such as transfer or conference If you re using an external station and has no effect check with your system administrator to make sure that TeleVantage voice resources are enabled for your external station Placing TeleVantage calls with an IP phone external station If you have an IP phone defined as an external station you place Tele Vantage calls exactly as if you were using a desk phone in the office There is no need to log in and press to place calls as with other external stations W
257. ion for all voice messages or for urgent messages only You can also receive notifications only on specific days or at specific times See Scheduling notifications on page 13 15 Important For e mail notification to work properly the TeleVantage Server must be configured correctly See your TeleVantage system administrator if you encounter any problems Notification is sent only for new voice messages not new call recordings Setting up e mail notification E mail notification messages include the caller s name if available the phone number at which the call originated the extension at which the message was left the message length and any notes associated with the message You can even have TeleVantage attach the voice message itself to the e mail as an audio file so that you can play it wherever you are 1 Choose Tools gt Options The Options dialog box opens 2 Click the Voice Messages E Mail Notification tab 13 12 USING TELEVANTAGE 3 Select one of the following notification options on the dropdown list Do not send e mail notifications You do not receive e mail notification of new voice messages a Send e mail for all messages You receive an e mail notification whenever you receive a new voice message Send e mail for Urgent messages only You receive an e mail notification whenever you receive a voice message marked Urgent 4 Inthe E mail address es field type one or more e mail addresses to whi
258. ion to a File of comma separated values Help lt Back s gt Cancel 2 Under Choose an action to perform select Export Extensions and click Next Save exported file as fram Files Televantage Client Extensions csv_ Browse Filter All Ad Help lt Back u gt Cancel 3 Under Save exported file as browse to the folder in which you want to save the CSV file 4 Under Filter choose the extensions or workgroups that you want to export and then click Next Click Finish to complete the export or Cancel to close the Wizard without performing any action CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 31 Exporting the 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 gt Import and Export The Import and Export Wizard opens Import and Export Wizard Choose an action to perform Export Contacts Export Extensions Import Contacts Description Export call log information to a file of comma separated values Help Back u gt Cancel 2 Click Export Call Log and then click Next Import and Export Wizard Save exported file as C Program Files Microsoft Office OFfice Call f Source folder E Cecilia St John Call Log x Start Date 6 12001 End Date 6 1 2001 Help lt Back Next gt Cancel Click Browse and then specify a file n
259. is visible in your Call Monitor folder you can type notes about the call in the Notes Pane If the Notes Pane is not showing click Notes in the bottom pane If the call is transferred to someone else notes that you created about the call are sent with the call for example you can add a note such as Customer wants to track invoice 123987 before transferring the call to your shipping department When the call is complete you can view or edit the notes for the call in the Call Log folder see Chapter 14 Using the Call Log Folder Preventing certain calls from ringing your phone You can prevent certain types of calls from ringing your phone as follows a Allcalls Select the Do Not Disturb personal status which sends all your incoming calls directly to voicemail without ringing your phone See Sending your calls straight to voicemail with Do Not Disturb on page 5 10 and Chapter 9 Note that agents in ACD workgroups continue to receive ACD workgroup calls even with Do Not Disturb selected a Calls from call center queues For agents in call center queues only Select any personal status whose Queue calls preference is set to No such as Available Non Queue or Do Not Disturb These statuses mark you as unavailable and you do not receive queue calls See Appendix B a Calls from ACD workgroups For agents in ACD workgroups only Choose Tools gt Options click the Personal tab of the Options dialog box uncheck Accept AC
260. iseconds in Queue statistics refresh interval Click OK C 12 USING TELEVANTAGE About agents personal status and state It is important to distinguish between an agent s personal status and state m Personal status Determines whether the agent receives queue calls An agent s personal status is the same across all queues a State Displays the agent s current activity for example whether the agent is currently in a queue call An agent s state can be different in different queues For example if an agent is amember of Queue A and Queue B and the agent is currently in a call for Queue A his state would be Active in Queue A and Standby in Queue B For a description of agent states see the Agent State column in the Agents pane table on page C 4 Monitoring the position of agents in the queue The Queue Monitor s Distribution Order column displayed as in the Agents pane shows the order in which ready agents are scheduled to receive calls The agent with a 1 in the column is scheduled to receive the next call followed by the agent with a 2 in the column and so on Unavailable agents do not receive a position number Unavailable agents include agents who are signed out or in a personal status that makes them unavailable such as Do Not Disturb or Available Non Queue Note You can enable or disable the Distribution Order column See the next section The agent with a 1 in the distribution order will
261. isplayed in parentheses Custom Your outbound Caller ID number is whatever your system administrator has specified as your custom number The current number is displayed in parentheses Talk to your system administrator to request a different custom number Note If you specify a custom number people who use the telephone company s 69 service to call you back will dial the custom number Blocked Caller ID number appears blank on your outbound calls Note that the system still sends Caller ID information even though it is blocked this is a CHAPTER 18 CUSTOMIZING VIEWPOINT 18 17 requirement because some institutions have the right to read 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 a System default Your outbound Caller ID name is whatever your system administrator has set for the TeleVantage system as a whole The current setting is displayed in parentheses a Organization name The name of your Organization appears as your Caller ID name Your current Organization if one is defined appears in parentheses Talk to your system administrator to request a different Organization a User name Your TeleVantage user name appears as your Caller ID name m Custom name Your outbound Caller ID name is whatever your system administrator has specified as your custom name The current name is dis
262. istant a Pause and repeat The person you are calling is unavailable To hold please stay on the line To leave a message press 1 This is the text of the System Hold Greeting a greeting provided with TeleVantage for just this circumstance You can also record your own version See Managing greetings on page 13 18 for instructions on recording greetings 15 16 USING TELEVANTAGE CHAPTER 16 MANAGING CONTACTS AND WORKGROUPS CHAPTER CONTENTS About contact management and TeleVantage The Contacts folder Managing contacts Teaching TeleVantage to recognize your contacts Opening contacts from within other folders Using contacts in another contact manager Using workgroups About contact management and TeleVantage ViewPoint s Contacts folder provides you with an online phone book of your telephone contacts in which you can enter the names phone numbers and other information about people you talk with frequently on the phone After you enter contacts you can place calls to them with a few clicks of the mouse This chapter describes the Contacts folder and then explains the following aspects of working with contacts m Managing contacts m Teaching TeleVantage to recognize your contacts a Using workgroups The Contacts folder D Contacts Yertical Tele antage YiewPoint ile Edit View Tools Actions Help Enw Se Ox lO Contacts Contacts Favorite Folders Name PIN Phone Number 123 Eg
263. ister with domain License Key IV Use as Outbound Proxy JT Manual Override Host J Manual override 0 Clear proxy Revert OK Cancel Note If you accidentally exit the dialog box right click anywhere on the eyeBeam phone and choose Settings to open it again 5 Check Enable this SIP account This enables the eyeBeam phone to register with TeleVantage 6 Under User details enter the following information a Display name Enter your name as you want it displayed to callers m User name Enter one of the following a If you have an external station Enter a name that matches the Userinfo field in your external station configuration as shown in Tools gt Options Phone Station Features tab See Configuring a SIP phone on page 6 14 If you don t have an external station Enter a name that matches the Userinfo of SIP URI field of the SIP account that you want to use with the phone as shown in Tools gt Options Personal SIP Account tab See Customizing SIP accounts on page 18 19 a Password Authentication user name Enter the authentication credentials your system administrator provided or leave blank if not required by your system a Domain Enter the name or IP address of the TeleVantage SIP Span to which this phone is registered as provided by your administrator 7 Under Domain Proxy check both Register with domain and Use as outbound proxy APPENDIX G USING THE
264. it though you can do that as part of the login process see the procedure below By default you cannot use ViewPoint call control on your calls and many station features do not work with the remote phone such as call waiting hands free answering and ringback for calls left on hold or parked However you can enable most of those features by imitating a station see the next section To associate ViewPoint with a remote number 1 Start ViewPoint 2 Atthe Vertical TeleVantage ViewPoint Logon dialog box click Options to expand the dialog box 3 Click Remote number and enter the phone number of the remote phone at which you are working Click OK The Select Your ViewPoint Phone dialog box opens Leave Use the phone at number lt numbers gt to place and answer calls using ViewPoint selected Optionally check Forward my calls to this number to forward your calls to your remote phone 6 Click OK CHAPTER 6 USING TELEVANTAGE WITH A REMOTE PHONE 6 9 Imitating a station at a remote number When you work from a remote number you can have TeleVantage imitate a station 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 Monitor and all other ViewPoint features in conjunction with it However unlike an external station with an imitated station you cannot use hands free answering setti
265. it the Call Log to enter or change account codes 1 Select the call and then choose Actions gt Enter Account Code Enter Account Code for Unknown Eg Account Code ms J e Enter an account code You can enter numbers letters or other characters Click OK You can also enter an account code during a call using ViewPoint see Entering an account code for a call on page 11 16 or the telephone commands See Entering an account code for a call on page 4 11 Opening the contact record from a contact s call If a call was identified as being from a contact you can open the contact s record to view or change information about that contact To do so select the call and choose Actions gt Open Contact Listening to a recorded call from the Call Log If a call was recorded you can play the recording from the Call Log To play a call recording you must have permission to view the voice mailbox in which the call recording resides To see which calls have call recordings attached to them show the following two Call Log columns m User Recording Displays a check for any call with an attached recording that you made m Queue Recording Displays a check for any call that was recorded automatically by a TeleVantage call center queue If your calls are not subject to such recording you do not need to show this column To show columns choose View gt Current View gt Show Columns CHAPTER 14
266. itions for 17 5 combining caller and schedule conditions 17 5 creating 17 4 enabling and disabling 17 8 INDEX call rules cont d examples of 17 3 how system resolves conflicts 17 9 ignoring all 17 10 ignoring when forwarding calls 15 5 ignoring while a personal status is in effect 9 8 organizing by priority 17 9 schedule conditions for 17 6 Call Rules folder 17 3 Call Wait button 4 2 call waiting answering calls with 4 3 customizing 18 8 disabling for a call 3 6 from your telephone company 4 11 multiple calls 4 4 tone from phone company 4 4 turning off 18 8 callback number leaving with a voice message 5 2 using to identify contacts 16 11 caller ID displaying on a phone 18 8 including with pager notification 13 13 selecting name or number as contact identification 16 11 specifying outbound for ISDN 18 17 used to bypass the call announcing prompt 18 7 used to identify contacts 16 8 call handling commands after pressing Flash 4 7 calling back a Call Log entry 14 8 a voice message 5 6 13 6 your last caller 3 5 12 10 calls answering another ringing phone 4 4 opening Call Monitor automatically 11 5 using ViewPoint 11 7 with call announcing 4 2 with call waiting 4 3 with hands free answering 4 4 calls cont d associating with a contact 11 14 checking a phone number to dial 12 9 conferencing using drag and drop 12 13 using the phone 4 10 using ViewPoint 12 12 declinin
267. k you can change the Server to which ViewPoint is connected You must also change the Server if the network name of its computer has changed To change ViewPoint login options 1 Start the ViewPoint program as described in the previous section If your system logs you on automatically choose File gt Use a different station after you start ViewPoint The expanded ViewPoint Log On dialog box opens ertical Tele antage YiewPoint Log On User Name rir Anatolia Password I Automatically log on as this user Use this phone with ViewPoint Station ID 5 Remote number eyeBeam SIP softphone talled z TeleVantage H 323 softphone None Press 0 on your phone to hear your station ID Server iveookiT ern Cancel Help lt lt Options Under Use this phone with ViewPoint specify the phone with which ViewPoint is associated This phone will ring whenever you use a ViewPoint command that requires ringing your phone for example playing a voice message over the phone using the Place Call command or making a recording Specify the associated phone in one of the following ways ma Station ID To use ViewPoint with a TeleVantage station either a station in the office or an external station select this field and enter the phone s station ID To learn a TeleVantage phone s station ID pick up the phone and press 0 USING TELEVANTAGE If you forget your own station ID you can ente
268. l Declined calls proceed to the next action in your routing list usually your voicemail The call announcing prompt loops so you might not hear it from the beginning when you pick up the phone Press any key on your phone other than 1 or 2 to start the prompt at the beginning This option is used only when forwarding calls to an external number When forwarding to an internal extension your normal call announcing settings are used See Customizing or turning off call announcing on page 18 6 a Ignore call rules and use Standard routing list Check to send all your incoming calls to the specified number regardless of any call rules or routing lists that you have created that might otherwise send a call to a different number If you have not created custom call rules or routing lists you do not need to check this box This setting disables your call rules and uses the Standard routing list for all calls See Using routing lists on page 15 7 for an explanation of routing lists and Chapter 17 for an explanation of call rules 7 Click OK To turn call forwarding off in ViewPoint 1 Choose Tools gt Call Forwarding The Call Forwarding dialog box opens 2 Uncheck Forward Calls 3 Click OK Note When your calls are forwarded Gd wo appears in the status bar You can double click this button to open the Call Forwarding dialog box CHAPTER 15 CALL FORWARDING AND ROUTING LISTS 15 5 Receiving forwarded ACD workgroup
269. l character or use the Equals or Does not equal condition Contains Use to search based on a portion of a field For example to search for recordings of calls where 555 appears anywhere in the number add the criteria Number Contains 555 Value Field contents for which to search Note that when searching on the contents of a time based field Call Duration Hold Time and so forth the value is always entered in minutes APPENDIX E USING THE TELEVANTAGE ARCHIVED RECORDING BROWSER E 7 Saving your current search There are two ways to save your current search criteria in order to search using the same criteria at a later time 1 Inthe Search Archived Recordings dialog box click Save As Or In the Browser click H on the toolbar The Save Search As dialog box opens Save Search As Enter a name for your search 2 Enter a name for your search and then click Save Loading a saved search To load a saved search select it in the drop down list on the toolbar To change the search criteria for a saved search select it and then choose Tools gt Find The Search Archived Recordings dialog box opens where you can make your changes Managing individual recordings Mailbox recordings that match your search criteria are displayed in the Browser w TeleVantage Archived Recording Browser File Edit Tools Help pel lt Untitied gt Recordings 1 to 100 of 2005 14 4 3 Server
270. leVantage can open the Call Monitor folder automatically in the following situations m When you receive an incoming call m When you place or return calls from other ViewPoint folders When the Call Monitor folder opens automatically it appears in front of all other open windows on your computer CHAPTER 11 RECEIVING AND HANDLING CALLS IN VIEWPOINT 11 5 To display the Call Monitor folder automatically 1 Choose Tools gt Options The Options dialog box opens Click the ViewPoint Call Monitor tab Under Display Call Monitor in the following situations check one or both of the following options a Placing new calls from Contacts or Extensions Returning calls from Voice Messages or Call Log To display the Call Monitor folder automatically on incoming calls click the ViewPoint Call Alerts tab and check Display the Call Monitor Click OK Selecting and acting on a call in the Call Monitor folder Click a call in the Call Monitor folder to select it After it is selected you can choose commands to apply to that call To use a command on a call in the Call Monitor folder do one of the following actions Right click the call and choose a command on the shortcut menu This option is often the fastest way of choosing a command but it may be difficult to do so during times when phone traffic is heavy This is due to the fact that calls change position in the Call Monitor folder as new calls arrive and transferred calls l
271. leVantage password Using this option ensures that only you can receive your calls at the external phone number This option is available only if you have recorded a voice title See Recording your voice title on page 2 2 for more information Prompt recipient to accept or decline call TeleVantage announces the caller Call from and the intended recipient Call for and offers the option to accept or decline the call Declined calls proceed to the next routing list action With this option checked the call will not be connected unless someone presses 1 to accept it For this reason leave the field unchecked when routing to a pager 6 To play the caller a message before the routing list tries this action check Prompt caller before trying this action and then select the message on the dropdown list CHAPTER 15 CALL FORWARDING AND ROUTING LISTS 15 11 You can select one of your greetings or System menu to try the next location which offers the caller options see Caller options while following a routing list on page 15 8 You can also click 5 to create a new greeting For example a message might say The system will now try my home number to try to find me If you would rather transfer to the Operator press 0 Click OK to add this action to your routing list The Routing List Action dialog box closes and the new action appears under Actions in the Routing List dialog box Repeat steps 3 7 to cre
272. lephone commands 1 log on to your account and press 3 2 Record your message and press when you are done 3 Press 1 to accept the recorded message See the following table for other options 4 Enter the extension to which you want to send the message and then press Enter multiple extensions in the following format ext1 ext2 ext3 If you have permission you can send the message to all users by entering 8888 5 6 USING TELEVANTAGE After you record a message you can use the commands shown in the next table Commands for Recorded Messages Use after recording a message Accept the recording Review the recording Rerecord the recording Append to the end of the recording Mark the message as Urgent Mark the message as Private NN OO or AJOIN Enter a callback number external number only Cancel the message Note If you mark a message as Private the recipient cannot forward it and users who share the recipient s voice mailbox cannot play the message Managing your greetings using the phone A greeting is a message that callers hear when they reach your voicemail Tele Vantage lets you record and store multiple greetings for use in different situations and easily switch between them For example you can have a standard workday greeting an after hours greeting a vacation greeting and more The greeting that currently plays to callers is called
273. lick an Index button to jump to the items beginning with that letter CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 15 Locking the current folder in place You can lock ViewPoint to the folder that is currently displayed so that it cannot be switched to another folder To do so choose View gt Prevent Switching Folders Choose the same command to enable folder switching again With folder switching prevented the Navigation pane or view bar is removed from ViewPoint display and the View gt Go To menu commands are disabled Any options to automatically display the Call Monitor are overridden so that the folder will not switch to the Call Monitor Managing folders and items Items are individual greetings contacts routing lists personal statuses workgroups and call rules that you create in TeleVantage One item appears on each row in a folder For example one contact appears on each row in the Contacts folder This section explains the following m Using commands in folders m Managing items in folders Printing items in folders Using commands in folders TeleVantage s commands appear in each ViewPoint view as follows a Choose a command on the folder s menu bar For example in the Inbox folder of the Voicemail folder choose the Actions menu and click a command a Click a toolbar button Position the mouse pointer over a button to see its action m Right click an item and choose a command on the shortcut menu Comm
274. lls By default Where I Am is your TeleVantage station You can change Where I Am in the following ways a Forward your calls Where Am becomes the number to which your calls are forwarded See the next section Forwarding calls Select a personal status with a unique Where Am number Where Am becomes the number specified in the personal status preference See Chapter 9 a Change your active settings directly Where Am becomes the number you specify See Personal status and your active settings on page 9 9 To view your current Where Am location choose Tools gt Active Settings 15 2 USING TELEVANTAGE Forwarding calls Call forwarding causes your calls to ring at another phone either another extension or an external number Call forwarding is useful when you are working away from your desk or your office for a period of time Notes Call forwarding automatically updates the default Where I Am location in all your routing lists and personal statuses Whenever a routing list or personal status would normally try you at your desk it tries you at your forwarding phone number instead See Using routing lists on page 15 7 for more information Your call forwarding settings may be overridden if you apply a personal status with a specific Where I Am preference or if you change your active settings directly For more information about personal status and the active settings see Chapter 9 Forwarding call
275. lls are marked as being from Popping up caller information You can use the Tele Vantage Contact Manager Assistant to pop up information about callers that you have in another contact manager application Callers must be contacts in one of the following contact manager or customer relationship management applications Act 3 0 4 0 and 2000 Goldmine 4 0 and 5 0 and Goldmine Business Contact Manager 5 7 Goldmine FrontOffice 2000 m Microsoft Outlook 98 2000 and XP For instructions on configuring the Tele Vantage Contact Manager Assistant see its online Help Act does not require the Contact Manager Assistant to pop up contact information Note Your office might also use a custom screen pop application created with ViewPoint API If this is the case see your TeleVantage system administrator for instructions on using it Working remotely For instructions on using TeleVantage remotely see Chapter 6 APPENDIX B WORKING AS AN AGENT IN A CALL CENTER QUEUE B 9 APPENDIX C SUPERVISING A CALL CENTER QUEUE CHAPTER CONTENTS About supervising queues in ViewPoint 200200 00 e ee eee Viewing current queue calls 0 2 nana eee Monitoring queue statistics 0 0000 eee Supervising other agents calls 0000 cece eee eee eee Managing agents statuS 0 2000 c cee eee Managing a queue s voice mailboxX 20020 0c eee eee eee About supe
276. lls to a PBX or Centrex extension ma Calls to a user on another TeleVantage system through an Internet connection m Calls to an IP Internet address such as a Microsoft NetMeeting terminal Entering phone numbers using various types of dialing service Whenever ViewPoint prompts you to enter a number you can select a dialing service in the Call Using field Place Call To _ jor x New Call Call using fs Phone number Name Number 212 555 8888 gt Entering a phone number If you selected a phone number dialing service in the Call Using field enter a phone number in the Number field Use the following guidelines For local calls you can enter the number with or without the city or area code TeleVantage will automatically dial the number correctly based on the dialing service settings configured by your administrator You do not need to enter the long distance prefix as part of a long distance number a To enter a phone number for international dialing enter the country code followed by the phone number for example 44 020 7323 8299 You do not need to enter the international dialing prefix 011 in North America with an international number Entering a Centrex or a PBX extension If you selected a Centrex or PBX dialing service in the Call Using field including to call a remote Tele Vantage Server enter the Centrex or PBX extension number you want to dial in the Extension field 12 8 USING TELEVANTAGE
277. logging on at another user s desk The phone remains set for its normal user but ViewPoint is set for you Calls you place and receive using the phone use the normal user s account for example the dialing permissions and call announcing settings and appear in the normal user s Call Log However calls you place and receive using ViewPoint commands use your account Choose this option if you do not intend to use the phone extensively during this ViewPoint session Use lt this phone gt to place and answer calls The phone station or remote number is set for you Calls you place and receive using the phone use your account settings Choose this option if you will be using the phone as your own during this ViewPoint session For how to reset the station to its normal user see Placing outbound calls from shared stations on page 7 2 USING TELEVANTAGE If you choose this option you can also select Forward my calls to this station number to receive calls to your own extension here For more information about call forwarding see Forwarding calls on page 15 3 m Use my default station Your default station remains ViewPoint s associated phone Whenever you use a ViewPoint command that requires the phone for example to play a voice message ViewPoint uses your default station Choose this option only if your default station is nearby lam not near a TeleVantage phone You log on with station ID 0 meaning
278. lose the Routing List dialog box CHAPTER 15 CALL FORWARDING AND ROUTING LISTS 15 13 Handling busy station calls differently than calls not answered You can optionally specify two final actions one for situations when your station 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 your phone s For example you can have a special greeting that plays when you re on a call that says I m on the phone right now please leave a message To use this feature check Handle busy calls differently than calls not answered and use the dropdown list to specify both a Final action if the call is not answered and a Final action if the station is busy Specify each using the instructions in step 8 above If unchecked you specify one final action to use in both situations JV Handle busy calls differently than calls not answered Final action if the station is busy z Final action if the call is not answered Final action if the station is busy Note TeleVantage can detect a routing list action as busy only when it is a TeleVantage station External numbers and workgroups cannot trigger the busy final action Using Final action if the station is busy and Camp on station When you specify a Final action if the station is busy the action you pick behaves differently from a normal final action
279. ls m Available and Available Queue Only for call center agents The Queue calls preference is always set to Yes For more information see Appendix B You cannot delete or rename predefined personal statuses To modify a personal status 1 In the Personal Statuses folder double click the personal status The Personal Status dialog box opens 2 Follow the steps described in the next section Creating a custom personal status Creating a custom personal status You can create custom personal statuses for your own use for any of the following reasons m To provide more information to your colleagues about where you are and what you are doing for example Working From Home At ViewPoint XYZ and so forth m To facilitate frequent changes to several call handling settings at once For example whenever you work at the East Side office you might want to forward your calls and change your voicemail greeting By creating a custom personal status called East Side Office you can automatically make both those changes just by selecting the status 9 6 USING TELEVANTAGE Custom personal statuses are identified in the Extensions list by To create a custom personal status 1 Choose File gt New gt Personal Status The Personal Status dialog box opens R Untitled Personal Status x Name Recorded name gt a 44 gt A 4 m Selecting this Personal Status makes the Following settings active Where I Am
280. ls during the current period and shift compared to the previous period and shift When the current period or shift ends the current statistics automatically reset to zero and the totals that had accumulated are moved into the Previous column For detailed descriptions of when day period and shift statistics reset to zero see When Statistics are reset on page C 12 Note Queue statistics by shift are not updated during gaps between shifts For example if one shift ends at noon and the next shift begins at 12 30 queue activity between 12 00 and 12 30 is not reflected in the shift totals The Queue Statistics pane displays the statistics shown in the following table Queue Statistics Pane Current Status Queue status Whether the queue is currently distributing calls to agents The possible statuses are Open The queue is distributing its calls to ready agents as normal Closed The queue is closed No calls are being distributed to agents Closed No agents All agents in the queue are currently signed out so the queue is automatically sending its calls directly to voicemail USING TELEVANTAGE Queue Statistics Pane Agents on break Number of agents currently signed in and in the On Break personal status Agents ready Number of agents waiting to receive queue calls Ready agents are those who are signed in have their personal statuses set to Available or Available Queue Only
281. lt ask ignore gt Example stationconflict ignore The ignore option lets you skip the Select Your TeleVantage Phone dialog box when launching ViewPoint with an associated phone other than your default station see Using ViewPoint with a different phone or Server on page 8 4 If you use the ignore option without stationusage the default selection is owner see the next bullet a stationusage Syntax stationusage lt visitor owner forward gt Example stationusage visitor Lets you make a selection in the Select Your TeleVantage Phone dialog box as follows stationusage visitor corresponds to Use station nas a visitor stationusage owner corresponds to Use lt this phone gt to place and answer calls stationusage forward corresponds to Use lt this phone gt to place and answer calls plus Forward my calls to this lt phone gt a terminalsvrmode Set this to terminalsvrmode 1 when running a ViewPoint application that will be accessed by multiple users over Terminal Server or Citrix With terminalsvrmode 1 the individual users logon settings are preserved for each user instead of being reset by each user Note that with terminalsvrmode 1 ViewPoint does not perform a version check on startup and will not prompt for automatic upgrade if the Server has been or is being upgraded Using the station command The station command associates ViewPoint with a specific phone either a station ID or a remote nu
282. mail 13 12 O online books 1 6 online Help 1 6 Operators changing your personal one 18 9 customizing ViewPoint for 18 21 tips on transferring calls 11 12 Options dialog box 18 2 Options dialog box guide to 18 2 orbit number 11 15 amp others in Call Log 14 5 Outlook 1 3 ownership of calls in the Call Monitor 11 6 P page string special characters for 13 14 pager notification of voice mail 13 12 pages placing 3 6 panes Call 8 15 in Call Monitor folder 11 5 locking layout of 8 13 Phonebook 8 15 view bar 8 11 parking calls Call Monitor tab for 11 4 using the phone 4 10 using ViewPoint 11 15 password changing using the phone 5 10 changing using ViewPoint 8 7 prompting for in routing lists 15 11 prompting for when forwarding calls 15 5 resetting if you have turned off 8 3 skipping entry at logon 8 3 pasting ViewPoint items 8 18 Pause and repeat routing list final action 15 13 PDF books 1 7 PDNs using 4 12 personal status overview 9 2 and state C 13 changing an agent s C 19 INDEX personal status cont d changing another user s 9 14 changing yours See personal statuses selecting creating custom 9 6 in call rules 17 8 list for call center queue agents 9 4 list of pre defined 9 3 modifying 9 6 preferences for call handling 9 7 recording names for 9 7 selecting using the phone 5 10 using the status bar button 9 3 using ViewPoint 9 5 setting as d
283. matching record in the sorted column that begins with that text APPENDIX E USING THE TELEVANTAGE ARCHIVED RECORDING BROWSER E 9 a Enter a number in the Recordings text box at the top right of the Browser and press Enter to go to that entry in the list Use the gt ij buttons to browse through the search results m To change the number of entries displayed per page choose Tools gt Options In the Options dialog box enter the Number of recordings to display per page 2 Click an archived file to select it You can perform the following actions on a selected file a Play Double click any column except the first column to play the recording or use the audio controls at the bottom of the Browser To set a bookmark while listening to a recording click and drag the orange triangle Q under the progress indicator at the bottom of the Browser The next time that you play the recording playback will start at the bookmark location m Open Call Log Details Click on the toolbar to view details about the Call Log entry associated with the mailbox recording Note You can view Call Log details for all call recordings and for voice messages that were left by a caller via the TeleVantage telephone commands Internal voice messages will only have associated Call Log details if internal station to station call logging is turned on via Tools gt System Settings gt Call Log tab in the TeleVantage Administrator Voice messages sent dire
284. mber You can use this switch to set up various ViewPoint shortcuts for different remote locations so you don t have to wait for ViewPoint to launch then choose File gt Use a different station and wait for it to launch again Syntax station lt station number remote number gt For lt station number gt specify an internal or external station ID for example station 77 For lt remote number gt use the following syntax lt access code gt lt extension phone number IP address gt m access code Syntax ac lt code gt Example ac 9 Specifies the dialing service access code for Tele Vantage to use when placing calls to you If omitted TeleVantage uses the default dialing service for your number type a extension Syntax ext lt ext gt Example ext 7601 Specifies a Centrex PBX extension not a TeleVantage extension phone number Syntax phone lt gt lt number gt Example phone 12125551212 Include the to have TeleVantage use dialing rules when dialing the number Omit the to have TeleVantage dial the number exactly as you enter it without applying dialing rules a IP address Syntax ip lt address gt Example ip 11 22 33 44 Example ip dotcomaddress com 1234 As when entering IP addresses in ViewPoint you can specify the address by either name or number and optionally add a slash and append a dial through number for H 323 Gateways See Entering an IP address on page 12 9 Examples station 0
285. mber make sure the correct dialing service is selected under Call Using see Using dialing services on page 12 8 m Click Contacts and select a contact on the list The contact s default phone number appears in the dropdown list below the main list If the contact has more than one phone number associated with it you can select a different number to call on the dropdown list CHAPTER 12 PLACING CALLS IN VIEWPOINT 12 3 5 To create a new contact click to open a new Contact dialog box To edit the currently selected contact press ALT and click See Entering a new contact on page 16 4 for more information a Click Extensions and select an extension in the list The list is identical to other Extensions lists in ViewPoint see Viewing TeleVantage extensions on page 10 2 If the extension is a user with public numbers you can choose one of those numbers from the dropdown list below the main list a Click Workgroups and select a workgroup in the list When you call a workgroup all users phones within that workgroup ring simultaneously The first member of the workgroup to pick up the phone connects to the call Contacts in the workgroup are ignored a Click My Numbers To place a call to one of your own phone numbers such as your home or mobile phone select it on the list To place a call to another number enter the number in the Number field For instructions on entering numbers in your My Num
286. me for your queue calls is defined separately by your queue administrator m Ringback is available at external stations but not other remote phones Transferring a call The Call Monitor folder allows you to easily transfer a call to any party either another TeleVantage user or someone at an external phone number You can look up users and contacts by name and you can see in advance if an extension is busy You can also transfer a call to an auto attendant or to a user s voicemail Drag and drop transferring With the Phonebook pane showing in the Call Monitor folder you can drag a call from the Call Monitor to an extension to transfer the call to that extension or to a contact s name to transfer the call to the contact s default number For more information about drag and drop commands see Dragging and dropping items on page 8 19 To show the Phonebook pane see Adding the Phonebook Pane to the Call Monitor folder on page 8 15 11 10 USING TELEVANTAGE Blind supervised and direct to voicemail transfers You can transfer a call in one of the following ways Blind transfer sometimes called an unattended transfer You transfer the call without first speaking to the recipient When the recipient answers the phone the call is connected Note Blind transfers occur automatically when transferring a ringing call and when transferring to voicemail an auto attendant a queue or an IVR Plug in Supervised tra
287. ministrator configured your system the prompt may occur either after you dial the access code or after you dial the phone number If the prompt occurs after you dial the access code enter the account code followed by and then continue entering the phone number For example 9 prompt 8812 212 123 4567 where 9 is the access code 8812 is the account code and the numbers after are the area code and phone number Entering an account code during or before a call During a call you can enter an account code or revise an account code already entered To enter an account code 1 Press Flash 11 2 Enter the account code followed by After pressing you are returned to the call You can also enter an account code before dialing the call Press 11 at a dial tone and then enter the account code followed by When you hear the dial tone dial the phone number Dialing by name You can dial another Tele Vantage user by name if you do not know the user s extension To dial by name press 411 or 93 Your system administrator can remove you from the dial by name directory or you can remove yourself using ViewPoint so that only callers who know your extension can dial you See Customizing your listing in the dial by name directory on page 18 9 Dialing a user s voicemail directly If your system administrator enables this feature you can leave a message in a user s voice mailbox directly without ringing the user s
288. mote phone 6 5 10 enable and disable hands free answering 4 4 11 enter an account code 3 4 16 record call 4 9 50 select Available personal status 9 6 55 monitor queue statistics C 16 66 redial your last call 3 5 69 return your last call 3 5 70 disable call waiting for the next call 3 6 91 answer another ringing phone 4 4 93 dial by name 3 4 F11 return your last call 12 10 F12 redial your last call 12 10 comma for pauses in page strings 13 14 Numerics 0 transfer to Operator changing destination of transfer 18 9 from greeting 15 11 from routing list 15 8 from voice mail 2 3 while on hold with Pause and Repeat 15 13 411 dial by name 3 4 7 leave a callback number with a voice message 2 3 9 usual number to dial an external call 3 3 A Aastra phones configuring in ViewPoint 18 5 with voice first answering 4 5 access codes entering using the phone 3 3 selecting using ViewPoint 12 8 accessing account 1 2 account codes entering for contacts 16 5 entering using the phone 3 3 entering using ViewPoint 11 16 12 3 12 4 account management commands A 7 ACD workgroups going on break D 4 marking agents as ready and unavailable D 2 receiving a call D 3 voice mail for D 4 working as an agent in D 2 Act 1 3 actions for routing lists 15 10 active greeting 13 19 active routing list 15 9 active settings changing 9 10 defined 9 9 hierarchy of 9
289. ms a Opens the Performs a Contact blind transfer Transfer supervised Call Log dialog box transfer Voice Message Note ALT Drag of a call to an extension transfers the call directly to that extension s voicemail Call Log Call Conferences Opens the the CallLog Conference party with the dialog box call Empty Call Places a call Opens the Monitor to the Call Place Call To Log party dialog box CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 19 From To Drag SHIFT CTRL Drag Drag Contact Call Conferences Opens the the contact s Conference default dialog box number with the call Empty Call Places a call Opens the Monitor to the default Place Call To phone dialog box number Folder Moves the Opens the Copies the contacttothe Move Item folder folder dialog box Folder Folder Moves the Opens the folder to Move Folder another dialog box folder Contact Moves the Opens the folder to the Move Folder Contacts dialog box folder Voice Moves the Opens the Messages _ ffoldertothe Move Folder voice dialog box Message folder Voice Call Conferences Opens the Message the message Conference sender with dialog box the call Empty Call Places a call Opens the Monitor to the Place Call To message dialog box Caller ID Folder Moves the Opens the Copies the message toa Move Item message folder dialog box 8 20 USING TELEVANTAGE SHIFT CTRL From To Drag Drag Dr
290. n support and no I am typing indicator CHAPTER 10 USING THE EXTENSIONS LIST 10 5 Using instant messaging To initiate instant messaging with a user right click the user s name in the Extensions list and choose Send an instant message ar Jenny Benton Conversation ioj xi Miri Anatolia says What did you think of chapter 4 To send type your message in the bottom pane then click Send For instant messaging to work the receiving user must be running ViewPoint and have the Instant Message Add in installed and enabled If this is the case when you click Send the message window pops open for the receiving user allowing him or her to respond Configuring instant messaging options You can configure some instant messaging options by choosing Tools gt Add in Manager selecting TeleVantage Instant Messaging and clicking Options Disabling instant messaging Instant messaging is a ViewPoint Add in that is installed and enabled by default To disable instant messaging so that you cannot send or receive instant messages do the following 1 Choose Tools gt Add in Manager 2 Select the TeleVantage Instant Messaging Add in 3 Uncheck Enabled 4 Click OK For more information about Add ins see Enhancing ViewPoint with Add ins on page 18 25 Changing another user s personal status From the Extensions folder you can change another user s personal status if you know that user s pa
291. n trying you at your Where I Am location See Call forwarding and Where I Am on page 15 2 If you are busy or do not answer the routing list sends the caller to voicemail 15 8 USING TELEVANTAGE You cannot edit the Standard routing list To have calls follow a different route you must create a new routing list and make it the active routing list The active routing list The active routing list is the routing list that all incoming calls follow Calls can follow another routing list if you have created call rules for them see Chapter 17 Only one routing list at a time can be the active routing list The active routing list is marked by bold text and You cannot delete the active routing list To make a routing list the active routing list 1 Right click the routing list that you want to make the active routing list 2 Choose Actions gt Set as Default and Active This command also makes the routing list the personal status default routing list see the next section To make a routing list active without making it the personal status default routing list edit the routing list and check Active routing list for this extension Note Your active routing list may be changed if you apply a personal status with a different routing list preference or change your active settings directly For more information about personal status and active settings see Chapter 9 The personal status default routing list The personal
292. n that folder in ViewPoint s main window To use the view bar instead of the Navigation pane 1 Choose Tools gt Options The Options dialog box opens 2 Click the ViewPoint tab 3 Uncheck Use Navigation Pane 4 Click OK You must restart ViewPoint to see the change By default folders within folders for example the Saved folder in the Voice Mail folder do not appear in the view bar You can add them by right clicking the view bar You can also choose View gt Folder List to display the Folder List CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 11 The status bar The status bar is located at the bottom of ViewPoint window Last caller Monica Traven WASHINGTON 3 Items 3Unheard Miri Anatolia x555 Available FwD y The status bar gives you quick access to the following information Last caller Lists the name if available and Caller ID of your last incoming call You can press F11 to place a call to that number Number of items Number of items in the current folder For example if you have 18 contacts the Contacts folder status bar displays 18 Items In any Voicemail folder the status bar also indicates the number of unheard messages Name and extension The name and extension of the user logged on to ViewPoint on this computer If you are a call center agent clicking this spot on the status bar displays a dropdown list so you can specify if you are making personal or queue calls See
293. nal status selected and Available 18 14 USING TELEVANTAGE m Speed Dial Click the button in the Parameter 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 for example a TeleVantage telephone command beginning with or click the Direct Dial tab and enter the dial string in the Direct dial field 5 Click OK TeleVantage features you can map to digital phone buttons Several TeleVantage commands are available to be mapped to a digital feature phone s programmable buttons You can then press the button to activate the command For instructions on mapping a TeleVantage feature to a phone button including special instructions for certain features see the previous section The following TeleVantage features are available Feature Description Access Voice Mail Connects you to your voicemail account or that of another user Prompts for password Account Code Lets you enter an account code for the call using your telephone keypad Call Forwarding Forwards your calls to a fixed destination configured for that button Pressing the button also configures the call forwarding number Call Menu Connects you to the telephone commands call handling menu See Call handling commands on page A 2 Cnf Trn Con
294. natolia Wed 8 24 2005 11 52 AM WASHIN Sales Inbox 1 E Monica Traven Wed 8 24 2005 11 50 AM 12 WASHIN Saved pa rhe Call Monitor amp voice Mail 3 Monica Traven Wed 8 24 2005 11 55 AM la Notes Enter notes here gt EA Contacts s206 Last caller Monica Traven WASHINGTON 20663 3 Items 3 Unheard Miri Anatolia x555 Available s ke N A b e gt gt ER 0010 ViewPoint window contains the following elements a The menu bar m The toolbar The navigation pane or view bar m The status bar a ViewPoint folder that is currently displayed see ViewPoint folders on page 8 13 The menu bar The menu bar at the top of ViewPoint provides access to TeleVantage commands Click each menu to see the commands that menu contains Menu commands are referenced in this manual in the format File gt New gt Contact You can drag the menu bar from its left edge to detach it The toolbar The toolbar directly under the menu bar in each folder provides single click access to frequently used TeleVantage commands Some folders contain toolbar buttons that are not found in other folders The following illustration shows the toolbar for the Voicemail folder c New oe GB 2X Reply Reply to Al C Forward SJ Associate s In any folder clicking the left most toolbar button creates a new item for that folder For example in the Call Monitor clicking the le
295. nd Condition from the drop down lists and then select a Value from the drop down list or enter it in the text box for example Account Code Equals 1074 To search for recordings that match one of several values in a single field select the condition Or When you use Or you must specify the complete field contents that you are searching for as in From Or Nancy Jones OR Pete Smith OR Irene Orleans Field Field on which the search criteria is based For a description of each field see Using the Call Log view in Chapter 12 in Administering Tele Vantage Condition Select any of the following conditions APPENDIX E USING THE TELEVANTAGE ARCHIVED RECORDING BROWSER E 5 LEL Field Description Equals Does not equal Use 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 not equal you cannot search based on part of the field s contents the criteria From Equals Irene would not return any matches Equals is the only valid condition for some fields Flagged for follow up Message Heard Call Direction Call Result Left Message and Recorded By For these fields select one of the values offered in the drop down list for example Call Result Equals Left Message Greater than Less than Use to search based on t
296. nd import them into TeleVantage Exporting contacts from Microsoft Outlook The following instructions show how to export contacts from Microsoft Outlook 1 In Outlook Select File gt Import and Export Select Export to a file from the list and click Next Select Comma Separated Values Windows and click Next Select a folder in which to store the contacts file and click Next Enter a filename and click Next Click Finish eo FY N CHAPTER 16 MANAGING CONTACTS AND WORKGROUPS 16 13 Importing contacts into TeleVantage See Importing and exporting TeleVantage items on page 8 27 Using workgroups A workgroup is a group of related extensions or contacts Extensions in TeleVantage include users IVR Plug ins auto attendants or queues With a workgroup you can Send reply or forward a voice message to the workgroup All mailboxes in the workgroup receive the message at once See Sending a message directly to a user s voicemail on page 13 10 Create a call rule for the workgroup Incoming calls from any member of the workgroup are handled according to the call rule For example you can have a custom voicemail greeting that plays for all the members in your VIP group See Chapter 17 for more information Share your voice mailbox or contacts with the workgroup See Sharing folders on page 8 24 Call the workgroup from ViewPoint or from the phone if your system administrator has assigned it an e
297. ne type If you have an Aastra Powertouch or Cybiolink phone you should select that phone type to make its features work better with TeleVantage To do so 1 Choose Tools gt Options The Options dialog box opens 2 On the Phone Station Features tab use the Analog Phone type dropdown list to select your type of phone 3 Click OK Recording a voice title A voice title is a short recording of just your name that Tele Vantage fits into its own recorded prompts For more information and for instructions on recording a voice title on the phone see Recording your voice title on page 2 2 To record a voice title in ViewPoint 1 Choose Tools gt Options The Options dialog box opens 2 On the Personal tab use the audio controls for Voice Title to record your voice title See Using the audio controls on page 8 26 for more information 3 Click OK CHAPTER 18 CUSTOMIZING VIEWPOINT 18 5 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 language of telephone command prompts TeleVantage can play the telephone command prompts in any language that was installed with TeleVantage Whenever you log on or press Flash the prompts are played in the language you choose To change the telephone commands language 1
298. nections and pages if they are in hands free mode see Using hands free answering on page 4 4 a No active call If one or more of these requirements are not met for example if the user is on a call the page or intercom connection is not made Note If you have an ADSI phone receiving an intercom or page causes the message waiting light to blink for the duration of the call even though you have no new voice messages Blocking pages and intercom with Do Not Disturb Users who have the personal status Do Not Disturb selected do not receive pages or intercom calls See Sending your calls straight to voicemail with Do Not Disturb on page 5 10 With shared stations the personal status of the user currently logged in is the one used With all other personal statuses you can receive pages and intercom connections even if the Taking Calls field is set to No Paging and intercom considerations Keep the following in mind when making a page or intercom call m Pages and intercom calls always connect to the receiving user s default station even if the user has forwarded his or her calls elsewhere Users with a station ID of 0 cannot receive pages or intercom calls m Pages and intercom connections do not show up in TeleVantage ViewPoint s Call Monitor folder see Chapter 11 or the Call Log see Chapter 14 m When you place a page there can be a delay before you hear the connection beep and can begin speaking The big
299. neeeeneeeee 1 4 Getting technical SUpport 0 0 ee eee eect eee eeeeeeeeaeeeeeeteeeeeeeneeeeeeeeaeees 1 4 TeleVantage documentation ee eee eee eeereeeeneeteaeeeeaeeseeeteeneeteneeteaes 1 5 The TeleVantage documentation Set eee eeeseeeeeseereeeeteeeeeeaes 1 5 Accessing online documentation 0 0 eee ee eeeeteeeeteeeeeeeeeteeeeeeeeeeaes 1 6 Chapter 2 Recording Your Voice Title and Voicemail Greeting 2 1 About creating your voice title and voicemail greeting ee 2 2 Recording your voice tithe ee eeeeeeeeeeeeeeeeeeeeeaeeeeaeeseeeeeeneeeeeeeeeaes 2 2 Recording your voicemail Greeting ee eeeeeeeeeeeeeeeeneeteneeeeseeeeeeeeees 2 3 Using the Telephone Chapter 3 Placing Calls on the Phone cssccsssseeesesseeeeseeeenes 3 1 About placing calls on the phone ee eee eee eeenee eect eeeeeeeeeeeteneeneaes 3 2 Using a phone other than your OWN 2 ceeceeeeeeeeeeeeeeeseeeeeeeeeeees 3 2 Usingranm IP Phone 22 cits Binet ee attends aA aa 3 2 Dialing internal and external NUMDETS ee ee ee eee eee tees tees teeeeees 3 3 Entering account codes when placing calls eee eeeeeeeeeeeeeees 3 3 Dialing by NaMe Saarne e aeaaeae aE Taia apaa NE TAEA TAANA ME aenta 3 4 Dialing a user s voicemail directly 0 2 00 ee ee eee tee eeeeteee tees tees teeetees 3 4 Placing calls while you are already on a Call e eee eeeeeeeeeeeeeeeereeee 3 5 Putting your current call on hold
300. ness Phone a Business Phone Access Co Business Phone w 7 lt Previous Next gt Clear Map Save Map Default Map Load Map Source Field Value First Name Damon Last Name Salathe Company Title PIN Notes Account Code IV First record contains Field names cot __ 9 If you have saved a different map and want to use it click Load Map and select it Otherwise map the fields manually as follows a Check First record contains field names at the bottom of the dialog box if the CSV file s first record consists of the names of fields Then drag fields or values from the left pane the CSV file to the fields in the right pane Tele Vantage contacts in which you want the values to appear Drag unwanted field mapping from the right pane to the left pane to clear them a Click Previous or Next to view other records in the CSV file to see how they will map a Click Clear Map to remove all mapping from the right pane a Click Default Map to restore the default mapping a Click Save Map to save the current mapping to a new file this can be useful if you regularly import contacts from several different sources If you do not click Save Map the default map is saved when you click OK When you are finished mapping fields click OK Any changes to the default or custom map are saved for future importing 10 Click Next in the Import and Export Wizard and then click
301. ng 4 11 direct transfer 4 8 disconnecting calls without hanging up 3 5 6 11 11 16 distribution algorithms for routing calls to workgroups 15 15 Do Not Disturb personal status 9 3 using the phone 5 10 documentation 1 5 double beep as contact account code prompt 3 3 drag and drop transferring 11 10 drag and drop in ViewPoint 8 19 E E special character in page strings 13 14 e mail notification of voice mail 13 12 e mailing greetings 13 20 e mailing voice mail 13 6 emptying the Deleted folder 8 23 ending calls without hanging up 3 5 6 11 11 16 exiting ViewPoint 8 8 exporting Call Log 8 32 contacts 8 27 Extensions list 8 31 voice files 8 27 extensions dialing by name 3 4 placing calls to 12 4 Extensions list overview 10 2 adding as pane in Call Monitor 8 15 exporting 8 31 setting up workgroup tabs for 16 16 tabs in 10 3 external calls defined 3 3 external stations using 6 10 USING TELEVANTAGE 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 comparison table 1 4 final actions in routing lists 15 12 Flash during a call table of commands 4 7 sending to Centrex or another PBX 4 11 to put a call on hold 4 7 using 4 2 using for at a remote phone 6 5 with direct transfer 4 8 Folder List hiding and showing 8 12 using 8 21 viewing shared folders in 8 25 folders overview
302. ng a personal status on the Phone eee eeeeeeeeeeeeeeereeeenes 5 10 Changing your password 0 eeeeeceeereeeeneeeeaeeteaeeteeeeeeneeeeaeestaeeeteneene 5 10 Chapter 6 Using TeleVantage With a Remote Phone 0 6 1 About using TeleVantage with a remote phone c eeceeeeeeeeeees 6 2 Tips for all remote phone USEC ee ee ee eee ee eee cece eset setae eteeeeetees 6 5 Using TeleVantage from a remote number without ViewPoint 6 5 Logging on to TeleVantage from a remote numbet eeee 6 6 Receiving TeleVantage calls at a remote numbet eee 6 6 Placing calls through TeleVantage from a remote phone 6 7 If your remote phone is stuck on a TeleVantage session 6 7 Using redial and other quick call commands when logged in 6 8 Using TeleVantage ViewPoint remotely eeeeseeeseeeeeeeeeeneeeeneeees 6 8 Using ViewPoint remotely with a phone eee eee eeeeeeeeee teeta 6 9 Associating Viewpoint with a remote number 0 eee 6 9 Imitating a station at a remote NUMDET eee eee 6 10 Using an external station eee eee eee eee sei r u e 6 10 Placing TeleVantage calls from an external station 0 6 11 Using ViewPoint with an external station ccccseeseeseeeeeeees 6 12 Configuring an external station eee eee eeeeeeeeeeeeeeeeaeeeeneeeeeeeeees 6 12 Configuring a SIP phone uw eee c
303. ng your hold MUSIC eee eee eeeeeeeeeeeeeeeteeeaeeeeeeeeees 18 12 Configuring a digital feature PNONE eee eee eeeeeeeeeeeeneeeeneeeeeees 18 13 Customizing incoming call behavior 0 ee eee eee e tenet eeeeeteeeeeeee 18 16 Customizing ISDN outbound Caller ID ssassn 18 17 Customizing SIP ACCOUNTS eee cece eeeeeeeereeeeeeteaeeeeseeeneneeeeaeees 18 19 Customizing voice message behavior eeeeeeeeeeeeeeeeteeteneeeeneees 18 20 Turning off stutter dial tone oo eee eeeeecneeeeeeeeneeeaeteeeeeeeaeeaeees 18 20 Enabling a message waiting light 0 cesses cseeeeseeseeeeeeees 18 20 Setting voice message playback Order 00 eee cece eee eseeeteeeeeeeees 18 20 Playing a sound when a new message ArriVES eceeeeeeeees 18 20 Customizing ViewPoint for Operators ee eeeeeeseeeeereeeeneeeeneees 18 21 Customizing the ViewPoint display eeceeeeeeeeeeeeneeeeeeeeeeeeeeee 18 22 Showing or hiding ViewPoint window elements 18 22 Defining double click behavior in the Contacts folder 18 22 Customizing COIUMINS eee ee ee eee ceeeeneeeeeeeeeeeeeeecaeeeaeeeeeneeeaeeneees 18 22 Changing the font of a ViewPoint folder 18 24 Changing how names are displayed 00 0 ee eeeeeeeeeseeeeeeeeeeeerees 18 24 Hiding and showing toolbar buttons in a folder eee 18 24 Enhancing ViewPoint with Add ins 0 ee eee eeeeeeeeeeeeeneeeeeeeeneeeeeee 18 25 Managing Add ins ai eai meaane
304. ngs and your IP phone s message waiting light will not work To imitate a station on calls routed to your remote phone 1 Turn on call forwarding or include the remote phone in your routing list See Chapter 15 Call Forwarding and Routing Lists 2 Choose Tools gt Options to open the Options dialog box and click the Phone tab Check Imitate a station when routing my incoming calls to external numbers With this setup whenever Tele Vantage routes a call to your remote number s the call appears in the Call Monitor and gives you full ViewPoint control Note When using this setting TeleVantage uses your station s call screening options as specified in Tools gt Options on the Phone Call Announcing tab Any call screening options you specified for call forwarding or your routing list are ignored Using an external station If your system administrator has defined your IP phone home phone cell phone or other remote phone as an external station TeleVantage treats it as if were an internal station Whenever the system would ring the internal station it rings the external station instead For example m Calls to your extension ring your external station automatically You do not need to forward your calls to the remote phone m Ringback for TeleVantage calls you leave on hold or parked rings your external station m All station features work with the external station For example when you re on a TeleVantage call
305. nnected with the called party C 10 USING TELEVANTAGE Queue Statistics Pane Longest time Length of the longest time by one call Average time Length of the average time over all calls Total time Total number of minutes from all calls Talk time Time spent talking with an agent Combined Siatistics Calls attempted Total number of inbound calls received and outbound calls placed Calls completed Total number of inbound and outbound calls completed Calls connected Total number of inbound calls that were answered and outbound calls that were connected with the called party Longest time Longest call and talk time counting both inbound and outbound calls Average time Average call and talk time counting both inbound and outbound calls Total time Total call and talk time adding inbound and outbound calls Talk time Time spent talking with an agent APPENDIX C SUPERVISING A CALL CENTER QUEUE C 11 When statistics are reset Statistics are reset to zero at the following times Statistic type When reset Statistics by day At midnight or when the Server is restarted Statistics by period On 15 30 or 60 minute intervals depending on your configuration for Statistics period interval The intervals are counted from midnight so a 15 minute interval would reset at 12 15 12 30 12 45 etc All queues that share the same statistics p
306. nother application that application must support drag and drop of selected text Note When dragging between maximized Windows applications that take up the full screen you can drag briefly over the taskbar item for ViewPoint which brings ViewPoint to the front then continue dragging into ViewPoint and drop For a complete list of ViewPoint drag and drop operations see Dragging and dropping items on page 8 19 Placing calls by using other contact managers You can place calls by using other contact managers such as Microsoft Outlook GoldMine or FrontOffice 2000 or Interact Commerce Corporation s Act For more information see Using the TAPI Service Provider and the CMA on page 1 3 CHAPTER 12 PLACING CALLS IN VIEWPOINT 12 7 Using dialing services Dialing services let you place external calls using different phone lines or telecommunication services Your Tele Vantage system administrator may have set up one or more dialing services with names like Phone number or Chicago Centrex with access codes of 9 or 8 so that you can identify it by name in ViewPoint and also easily dial it with your phone The dialing services available to you depend on how your system is set up many systems only have one dialing service for all phone numbers Your Tele Vantage system administrator can tell you how to choose the appropriate dialing service for the following types of calls Local or long distance calls a Ca
307. nsfer sometimes called an attended transfer You speak to the transfer recipient first while the caller is placed on hold You can then complete the transfer or conference the three of you together or cancel the transfer and return to the caller Direct to voicemail You transfer the call directly to an extension s voicemail To transfer a call 1 2 3 Select the call that you want to transfer Choose Actions gt Transfer The Transfer To dialog box opens Select the person or enter the number to which to you want to transfer the call See Placing a call on page 12 2 for instructions Note You may be prohibited from transferring an external caller to an external number See your TeleVantage system administrator for more information If you are transferring the call to an external number select the dialing service to use from the Call Using dropdown list See Using dialing services on page 12 8 In the Transfer field at the bottom of the dialog box click either Blind Supervised or to Voicemail See the beginning of this section for more information Transfer Blind C Supervised C to Voice Mail Click OK If you selected Blind or to Voicemail the transfer is completed and the call disappears from your Call Monitor If you selected Supervised you are connected to the recipient s extension and the caller is put on hold The incomplete transfer displays as a linked three party call in the Call Monitor
308. nsion The call is transferred to an extension that you select on the Extension dropdown list for example an operator a coworker who handles your calls or an auto attendant The transferred call is treated as a new call to that extension If no one answers at that extension the call follows that extension s routing list Transfer to other The call is sent directly to another voicemail extension s voicemail Select an extension from the Mailbox dropdown list Pause and repeat The caller holds for the number of seconds you define in the Pause duration field and then begins the routing list again During the pause callers can press 0 for the operator or 1 to leave a voice message The greeting you choose can mention these options The special prerecorded greeting called the System Hold Greeting says The person you are Calling is unavailable To hold please stay on the line To leave a message press 1 It does not mention the option to press 0 for the operator Camp on station See the next section Handling busy station calls differently than calls not answered 9 Check Active routing list for this extension if you want to make this routing list your active routing list 10 Check Default personal status routing list to make this routing list the default routing list for your personal statuses See Personal status defaults on page 9 12 11 Click OK to save the routing list and c
309. nt menu see Voicemail Account menu commands on page A 7 Logging on to your account To log on to your account pick up your phone or any TeleVantage phone and enter lt your extension gt lt your password gt At your own TeleVantage phone you can skip your extension as follows lt your password gt You can also log on from a phone outside the office See Logging on to TeleVantage from a remote number on page 6 6 About voicemail All new voice messages appear in your Inbox folder For instructions on listening to them see Listening to and managing your voicemail on page 5 4 Your TeleVantage account comes with two voicemail folders the Inbox folder and the Saved folder When you use the Save command 6 on a voice message in the Inbox folder the message is moved to the Saved folder You can add new voicemail folders using Viewpoint see Organizing items in folders on page 8 21 but the telephone commands can access messages in the Inbox and Saved folders only Voicemail from the caller s point of view When callers reach your voicemail they hear your active greeting followed by a beep that signals the start of the recording The following options are available to callers but you must tell callers about them in your greeting if you want callers to use them m Press to skip the greeting and go directly to the beep m Press 0 to transfer to your office s Operator a Press 7 to leave a
310. ntronics F 2 USING TELEVANTAGE SoftPhone requirements Your computer must have the following to run the TeleVantage SoftPhone Microsoft Windows XP or higher a Either of the following m A sound card speakers and microphone m A USB phone m A network connection to a TeleVantage Server running TeleVantage 6 1 or higher Defining the TeleVantage SoftPhone as your external station The Tele Vantage SoftPhone is included with TeleVantage ViewPoint and you can use it as your TeleVantage phone at any time However if you will primarily be using SoftPhone as your TeleVantage phone it is more convenient to have it defined as your external station see Using an external station on page 6 10 Talk to your system administrator about assigning SoftPhone as your external station If you already have an external station you can configure the SoftPhone as your external station destination at any time To do so 1 Choose Tools gt Options The Options dialog box opens 2 Click the Phone Station Features tab 3 From the Destination dropdown list choose Tele Vantage SoftPhone options oy x Category Phone Station Features Personal Destination Televantage SoftPhone x Phone Call Announcing Call using fe Internet number Station Features Hands Free Address 1 2 3 4 vi oice Messages ViewPoint JV Stutter tone J7 Disconnect when idle Choose an H 323 Internet
311. o 12 4 l 7 INDEX H H 323 terminals See Internet calls handling calls table of commands A 2 handling calls See calls hands free answering enabling and disabling using the phone 4 4 enabling and disabling using ViewPoint 18 11 using 4 4 Help online 1 6 hiding columns 18 22 toolbar buttons 18 24 window elements 8 12 hierarchy for active settings 9 12 hold putting calls on using the phone 4 7 putting calls on using ViewPoint 11 9 putting calls on without answering first 11 8 retrieving from other phones call parking 4 10 11 15 ringback if you leave a call on 18 9 switching between multiple calls on 3 5 without hearing telephone prompts 4 11 hold music customized 18 12 HTML books 1 6 I special character in page strings 13 14 identifying contacts adding and deleting phone numbers for 16 9 by caller ID 16 8 by PIN 16 12 imitating a station on routed calls 6 10 importing contacts 8 27 voice files 8 27 Index buttons 8 15 instant messages 10 5 intercom calls 3 6 intercom using your phone as 4 5 internal calls defined 3 3 internal dial tone getting 4 11 Internet calls placing using the phone 3 6 placing using ViewPoint 12 9 IP calls See Internet calls ISDN outbound caller ID 18 17 joining agents calls C 16 users calls 12 14 L L special character in page strings 13 14 line appearances using 4 12 Link button 4 2 lock line 18 24 locking folde
312. o controls under Play this greeting when an incoming call is placed on hold to record a grab and hold greeting See Using the audio controls on page 8 26 4 When you have recorded your grab and hold greeting click OK Transferring a call without talking to the caller first You can transfer the call to another extension while it is still ringing The procedure is the same as transferring a call normally See Transferring a call on page 11 10 USING TELEVANTAGE Commands while you re on a call Once you are on an active call you can perform actions on that call including the following Putting a call on hold m Transferring a call m Recording a call m Playing recorded audio into a call Associating a call with a contact m Parking a call m Unparking a call m Sending a call to voicemail m Muting a call m Playing a caller s name Disconnecting a call while staying on the phone Entering an account code for a call a Viewing a call s history m Adding notes to a call Instructions for each of these commands appear in the following sections You can also include the call as part of a conference call See Creating conference calls on page 12 12 Important To perform a Call Monitor command on a call you must select the call in the My Phone tab The commands are unavailable from other tabs See Call Monitor folder tabs on page 11 3 Putting a call on hold To put a call on hold select the call and
313. o delete one or more selected recordings from the archive folder To delete recordings based on criteria that you set see Purging archived recordings on page E 11 Checking the archive for missing audio files When you check the archive for missing audio files all archive database entries that do not have a corresponding audio file in the archive folder are deleted from the database To check the archive for missing audio files 1 Choose Tools gt Check Archive Note If this option is not available ask your system administrator to grant you Archive Admin privileges 2 Click OK at the warning message to check the archive Purging archived recordings You must have Administrator privileges to perform this operation When you purge archived recordings all mailbox recordings in the archive folder that match the criteria that you set are deleted permanently as well as the corresponding archive database entries To purge archived recordings 1 Choose Tools gt Purge Recordings Note If this option is not available ask your system administrator to grant you Archive Admin privileges APPENDIX E USING THE TELEVANTAGE ARCHIVED RECORDING BROWSER E 11 The Purge Archived Recordings dialog box opens Purge Archived Recordings Delete all recordings that match these criteria Televantage Server Mailbox From Name or Number To Name or Number C Received Length Flagged For Follow up call Notes archive Notes
314. o quality on your network you should instead use a recommended IP analog or digital phone as listed in Chapter 6 of Installing Tele Vantage m When using the TeleVantage SoftPhone if you switch to using a station or exit ViewPoint Call Forwarding is automatically turned off so calls are routed to the user s regular station PCs running Windows 2000 or below cannot use the SoftPhone as it only runs on Windows XP or higher a You cannot place a call using Microsoft NetMeeting while SoftPhone is running F 8 USING TELEVANTAGE APPENDIX G USING THE COUNTERPATH SIP SOFTPHONES CHAPTER CONTENTS About the CounterPath SIP softphones Before installing the eyeBeam softphone Installing and configuring the eyeBeam SIP softphone Launching the eyeBeam softphone 2002ee cece eee eee Using CounterPath SIP softphones with TeleVantage About the CounterPath SIP softphones TeleVantage supports the following CounterPath Solutions Inc SIP softphones a eyeBeam SIP softphone m Pocket PC SIP softphone See page G 8 for a table that describes how eyeBeam and Pocket PC softphone features interact with TeleVantage Note The configuration procedures in this manual describe only those steps necessary for the CounterPath SIP softphones to work with TeleVantage Other settings may be left in their default configuration For information on using other softphone features see the documentation that
315. o which agent has spent the least time on inbound queue calls during the current display period The agent who has spent the least time on inbound queue calls since the beginning of the shift is at position 1 Note that only calls from a queue count as talk time in that queue An agent working in two queues will have a different talk time in each Simultaneous ring Agents have no position as each call rings all agents phones simultaneously Note The distribution algorithms Longest idle Fewest calls Least talk time count inbound queue calls only Enabling and disabling the Distribution Order column You can enable or disable the Distribution Order column in the Agents pane of the Queue Monitor Disabling the column can speed up system performance To enable or disable the Distribution Order column 1 Inthe Administrator choose Tools gt System Settings The System Settings dialog box opens Choose the Queue tab Check or uncheck Update Agent Distribution Order column in Queue Monitor Click OK APPENDIX C SUPERVISING A CALL CENTER QUEUE C 15 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 picking up a Tele Vantage phone and dialing 55 The system prompts them to select the queue for which they want to hear statistics Dialing 55 plays the queue statistics shown in the following table Statistic
316. of disk space on the TeleVantage Server for your greetings and all of your voicemail If your existing greetings fill the space allocated to you you cannot record a new greeting 5 8 USING TELEVANTAGE Forwarding your calls using the phone You can use the telephone commands to forward your calls so that your incoming calls ring another phone You can forward your calls to another extension or an external number You can also forward your calls using ViewPoint See Chapter 15 Turning call forwarding on 1 Log on to your account and press 5 2 Do one of the following To forward calls to another extension press 2 and enter the extension m To forward calls to an external number press 3 and enter the number including the access code for the dialing service that you want to use and any prefixes that apply such as the 1 for long distance numbers in North America For example to forward your calls to a long distance number by using a standard outside phone number dialing service you can enter 9 1 212 123 4567 The spaces are shown for clarity Note You can enter to force a 2 second pause in dialing for example between the number and an extension 3 Follow the prompts to confirm the number you entered Note You can use a shortcut to forward your calls to the phone where you are Log on to your account from that phone and then press 5 1 Turning call forwarding off To turn call forwarding off log on to your
317. og with the queue name in the From column Important When you are done placing calls as a queue be sure to switch back to calling as yourself If you don t your personal calls will be treated as queue calls meaning they will be seen by all agents and will throw off queue statistics To place calls as a queue using ViewPoint On the ViewPoint status bar your name and extension are a dropdown list Pull down the list and select the queue as which you want to place calls Oltems Miri Anatolia x555 Available v Calling as Sales Calling as Miri Anatolia B 8 USING TELEVANTAGE To revert to placing calls as yourself select yourself from the dropdown list To place calls as a queue using the telephone Pick up your phone and press 14 lt queue s extension gt at a dial tone To switch back to calling as yourself press 14 at a dial tone Determining whom you are calling as ViewPoint s status bar at the bottom of ViewPoint window displays whether the system is treating outbound calls from its station as being from you or from someone else You can also learn from whom a station is placing outbound calls by picking up the station and pressing 0 The station information recording includes the line The current extension is lt Ext gt calling as lt Queue gt m lt Ext gt is the extension of the last user who logged in at the station m lt Queue gt is the name of the queue that outbound ca
318. ogies Davis California All rights reserved Redistribution and use in source and binary forms with or without modification are permitted provided that the following conditions are met 1 Redistributions of source code must retain the above copyright notice this list of conditions and the following disclaimer 2 Redistributions in binary form must reproduce the above copyright notice this list of conditions and the following disclaimer in the documentation and or other materials provided with the distribution 3 Neither the name of the Politecnico di Torino CACE Technologies nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission Vertical Communications Inc One Memorial Drive Cambridge MA 02142 97 6603B Edition 7 5 July 2006 Getting Started Chapter 1 Introducing TeleVantage ccccceseeeeeeteeeeeeseeeeeeeees 1 1 About TeleVantage a arree ae aaa t aaea ta araa ee ae ate 1 2 ACCESSING TeleVantage eee eeeeeeeneeeeneeeeeeeeaeeceeeeesneeesaeeesaeeeseeteaeees 1 2 Using the telephone 0 eee eeeeeseeececeeeceseeencsneeeeceseseneeenesesenseeneess 1 2 Using the TeleVantage ViewPoint application eee 1 3 Using TeleVantage ViewPoint Web ACCESS eeceeeeseeeeereeneee 1 3 Using the TAPI Service Provider and the CMA neeese 1 3 Feature comparison table 0 e cc eeeeeesceeeseeeeeeeeeeeeeeeaeeeeaeeeeeeee
319. om there you can return to the caller by pressing 4 or Flash Sending a Flash command to Centrex or another PBX Press Flash 8 when you want to send a Flash command to your Centrex or other PBX system instead of to TeleVantage Use this command if you are using Tele Vantage with Centrex phone lines or with a remote PBX For example on a Centrex system you must press Flash 8 before you can access Centrex features such as transferring within the Centrex group You can also use the Flash 8 command to respond to a call waiting tone from your telephone company This tone is different than a call waiting tone sent by TeleVantage to which you respond by pressing Flash only Getting an internal dial tone To put your current call on hold and get an internal dial tone press Flash In this way you can place new calls without disconnecting from your current call From an internal dial tone you can also choose telephone commands beginning with for example 66 to redial your last call Entering an account code for a call While on a call you can press Flash 11 at any time to enter an account code for the call or change the one already entered See Entering account codes when placing calls on page 3 3 for more information including what to do if the system prompts you to enter an account code for an outgoing call Using digital feature phones This section contains instructions for using a supported digital feature phone with Tele V
320. on 1 Check Calls at certain dates or times 2 Click Jor double click in the schedule text box The Schedule Call Rule dialog box opens Schedule Call Rule x This schedule entry occurs During business hours During nonbusiness hours After business hours on workdays Onnonworkdays Business Hours C On holidays Custom Hours During custom hours Cancel Help 3 Under This schedule entry occurs choose an option for when the call rule activates Choose one of the following two options a Dates and times based on your office s business hours All options other than During custom hours are based on your office s business hours To view your office s business hours click Business Hours If your company has more than one set of business hours available choose the set that you want to use Note that if you change your business schedule it affects all other items scheduled through ViewPoint such as your schedule for e mail and pager notification of new voice messages see E mail pager and call notifications on page 13 12 a Dates and times that you define Click During custom hours See the next section for instructions 4 Click OK 17 6 USING TELEVANTAGE Specifying custom hours If you selected During custom hours as your schedule condition use the following procedures to specify when the call rule activates To have the call rule activate on a daily or weekly basis
321. on ViewPoint features To prevent the tip of the day from appearing uncheck Show tips at startup before clicking Close To view a tip of the day at any time or reset its startup status choose Help gt Tip of the Day Watching the ViewPoint Quick Tour To watch the ViewPoint Quick Tour an animated introduction to ViewPoint start ViewPoint and choose Help gt TeleVantage Quick Tour Exiting ViewPoint To exit ViewPoint choose File gt Exit If you are at another user s desk exiting logs you off from the station associated with the PC returning the station to its default user You can log off from the station without exiting ViewPoint by picking up the phone and dialing 00 Exiting and logging off You can also exit ViewPoint by choosing File gt Exit and Log off This command closes all ViewPoint folders that you have opened in a new window by right clicking the navigation pane and choosing Open in new window Note that it does not close multiple instances of ViewPoint opened by using the allowmultiple command line argument see Appendix H 8 8 USING TELEVANTAGE Elements of the ViewPoint window Inbox ertical Tele antage YiewPoint File Edit View Tools Actions Help Dial Enter a number or name to dial New S a X Me kepy Reply to Al E Forward J Associate C Favorite Folders Length Number fal Deleted Monica Traven Wed 8 24 2005 11 55 AM Inbox 3 2 FW Miri A
322. on a call you can accept one other call with call waiting Subsequent incoming calls go straight to voicemail without beeping Ask your system administrator how many calls you can have waiting Receiving a call waiting tone from your telephone company If you receive a call waiting tone from your telephone company as opposed to a tone from TeleVantage you must press Flash 8 to answer the call Answering a call at another ringing phone With the proper permission you can easily answer another ringing phone from your own phone To do so pick up your phone and press 91 lt ext gt where lt ext gt is the extension of the phone you want to answer You can skip the extension and enter just 91 If only one phone is ringing you are connected to that phone If multiple phones are ringing you are connected to the one that started ringing first To answer a ringing phone within your workgroup To answer a ringing phone within your workgroup press 99 This command only works within public workgroups If multiple phones are ringing in workgroups to which you belong you are connected to the one that started ringing first For more information about workgroups see Using workgroups on page 16 14 Using hands free answering Hands free answering is an aid for headset and speakerphone users Using hands free answering you can receive or place calls while the phone is off hook Although the phone is off hook the dial tone does not
323. on page 15 10 Mobile phone issues with routing lists Calls to a mobile phone are picked up by the mobile phone company first and then passed to the individual phone When TeleVantage detects this first pickup it stops proceeding down the routing list whether or not you actually answer the mobile phone For this reason when you put a mobile phone in your routing list always check Prompt recipient to accept or decline call TeleVantage then relies on user input to signal a connection and will proceed down the routing list unless you explicitly accept the call The Routing Lists folder The Routing Lists folder lets you view and manage your routing lists Routing Lists ertical Tele antage iewPoint Dial Enter a number or name to dial File Edit View Tools Actions Help Bnew e G M x Configuration Y Routing Lists Favorite Folders x 9 Name 4 Routing List Actions fa Call Rules ah After Hours Call my home number 617 345 6789 Take a mes gt Greetings poa Standard Call me Where I Am Take a message Play g Personal Statuses Routing Lists Public Workgroups Workgroups gt Call Monitor 2 asoa Last caller Monica Traven WASHINGTON 206633 2 Items Miri Anatolia x555 Available gt FwD y The Standard routing list The Standard routing list is the default routing list that is built into TeleVantage It consists of one actio
324. on page 18 11 Shared stations and personal status Your personal status affects incoming calls to your extension only It does not affect calls to other users who share your station For example if you select the Do Not Disturb personal status calls to your extension will not ring the phone but the phone will still ring for calls to other users This includes users who have forwarded their calls to your extension CHAPTER 7 SHARING STATIONS 7 3 Using ViewPoint CHAPTER 8 USING TELEVANTAGE VIEWPOINT CHAPTER CONTENTS About TeleVantage ViewPoint 0 0 eee 8 2 Using ViewPoint from any web browser 0 000 e eee eee eee 8 2 Logging on to ViewPoint 0 cee eee 8 3 Exiting ViewPoint 0 0 0 cette tenes 8 8 Elements of the ViewPoint window 0 00 e cece eee eee 8 9 ViewPoint folders y st c yoo oi Ma eh Re deh Met ark ke dei 8 13 Managing folders and items 0 0 0 cee eee 8 16 Organizing items in folders 0 0 e eee tee 8 21 Sharing folders 2 04 c nk cage hee e gee ede be be Sade bee eee de See 8 24 Using the audio controls 2 0 0 eens 8 26 Importing and exporting TeleVantage items 00 00000 ee 8 27 About TeleVantage ViewPoint The TeleVantage ViewPoint application provides a central place to manage your calls voicemail contacts and Tele Vantage account in an easy to use graphical Windows interface In ViewPoint you can
325. onference Calll c cesceseeeecceeeeeeeeeeeeeeeeeeeeeeees 12 14 Ending a conference Call eeececeeeeeseeeeceeeeeeeeeeeeeeeeeeeeeeeeeenenes 12 14 Supervising other users calls cccecceceeeeeeeeeeeeceeeeeeeeeeeeseeeeetennees 12 14 Using the TeleVantage or eyeBeam softphones eeeeeeeeee 12 15 Chapter 13 Managing Voice Messages in ViewPoint 13 1 About managing voice messages in ViewPoint s ceeeeeeeees 13 2 The Voicemail folder ee seeseecceseeeeecesesereneeseeseecesesereneseneeaneneees 13 2 Archiving voice messages and call recordings seer 13 3 Managing thousands of voice messages or call recordings 13 3 Listening to your voice messages and call recordingS 13 4 Listening to a voice message as it is being left eee 13 4 Handling your VOICE MESSAGES eeeeeeeeeeeeeeeeeeeneeseaeeeeeeeeeeeeeeneeteaes 13 4 Forwarding a VOICE MESSAGE eee eeceseeeeeeeeeeeeeceeeeaeeeeeeeeeaeeeeeeees 13 4 Replying to a VOICE MESSAGE eect eee eee eeeeee tees cesses eeeeeneneaes 13 5 Calling back the person who left a voice message 13 6 E mailing a VOICE MESSAGE uu eee eeeeeeseeeeceeeeeeeeeteeseaeeeeeteeeenteneenes 13 6 Playing a voice message into a Call eee eens 13 6 Opening the contact record from a voice MESSAQE eee eee 13 6 Deleting voice MESSAGES eeeeeeeeeseeceeeeceeeeeeeeseaeeeeeeeeseeseaeeeeeeees 13 7 A
326. onitor 2 asoa Last caller Monica Traven WASHINGTON 2066332 1Item Miri Anatolia x555 Available 2 K x t FWD Vy Dial Enter a number or name to dial To open the Workgroups folder click the Configuration icon in the navigation bar The Favorite Folders list offers access to your office s Public Workgroups folder Creating a workgroup 1 Do one of the following a To create a personal workgroup open the Workgroups folder a Ifyou have the permission to create a public workgroup open Public Folders in the Folder List and click Workgroups You can only create a public workgroup if your TeleVantage system administrator has given you permission to do so CHAPTER 16 MANAGING CONTACTS AND WORKGROUPS 16 15 2 Choose File gt New gt Workgroup The Workgroup dialog box opens Untitled Workgroup Ofix General Name VIP Notes a p Members Show All Available extensions Members EJ Courtney Barnstable 3 Cecilia St John Damon Salathe Default Auto Attendan Add gt gt Lou Antander 8 Jenny Benton Jose Avellanos lt lt Remove FA Marcus Radcliffe Miri Anatolia Monica Traven niathaniol Chactnet f Cancel Apply Help Enter a Name for the workgroup and any Notes to describe the workgroup Add one or more members to the workgroup by selecting names on the list of Available Extensions and then clicking Add Press CTRL to
327. onitor folders immediately Agents do not have to wait for their phones to ring to take a call As soon as an incoming call appears they can click it in the Call Monitor folder and choose Actions gt Take Call The status of a call in progress appears in agents Call Monitor folders as Active Agents cannot affect other agents active calls However they can perform any action on their own calls such as Hold Transfer Mute and so forth APPENDIX D WORKING AS AN AGENT IN AN ACD WORKGROUP D 3 Placing ACD workgroup calls If you are an ACD workgroup agent 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 work as an ACD workgroup agent Such calls in TeleVantage can be marked as calls from the ACD workgroup not as calls from your extension so that reports on ACD workgroup activity accurately reflect agent performance To mark all subsequent outbound calls as ACD workgroup calls use your telephone keypad to press 14 lt ACD workgroup user s extension gt at a dial tone All calls that are made from your station are now logged as calls that are made by the ACD workgroup user The calls appear in the Call Monitors of all agents in the workgroup The calls do not appear on the My Phone tab in your Call Monitor The calls are logged both in your personal Call Log and the ACD workgroup user
328. ontact managers into TeleVantage 16 13 Using workgroups 00 eee eeeeeeeeeeeeeneeeeaeeseaeeeeeeeeeeneeseneeseaeeseeeeeeeeeee 16 14 Personal and public WOrkQrOupsS eseeeeeeseeeeteeeeeeeeeeeeeneeees 16 15 The Workgroups folder ee eeeeeeseeeeeeeseeeeeeeseeeeeteeesaeeeaeeeeeeeeas 16 15 Creating a WOrKQrOUP eeeeeeceeeseeeeceeeeaeeeeceeeeaecaeseaeeeeseeeaeeeeeeaes 16 15 Having a workgroup appear as an Extensions tab 0 ee 16 16 Chapter 17 Using Call Rules cccccseseseeeeeeeeeeseeeeeeeeeeeenseees 17 1 About Call rUlg Sisin denied tive ieee ies 17 2 Call Rules OV IrViGW c ccecccececeeceseeceeeeceneeteeeeeeeceaeeteeeseesesateeeeees 17 2 Examples of how you can use Call rules c ceseeeteeeeeeeeeeeees 17 3 The Call Rules folder cccsccceesecceeeeeeeeeeeeeeeeeeeeeaeeeeeseeeeeeesneeeetenes 17 3 Creating a new Call rule ee eeseeceeecseeecesneeeseeeeseeeesenersnereenenenaes 17 4 Combining caller and schedule conditions cccceeeeerees 17 5 Setting caller conditions 0 0 eee eeeeeeeeeeeseeeeeeeeeeeecaeeeaeeeeeeeeateneees 17 5 Setting schedule conditions 0 00 ee ee eeeeeeeeeceeceeeeeeeeeeeeeeaeeeeeeeeas 17 6 Selecting how a call rule handles a Call c ccecceeeeeeeeeeeeeeeeees 17 8 Enabling or disabling a Call rule ooo eee eee eee eeeneeeeneeeeseeeeseeeeeeeeeeaes 17 8 Choosing the priority of a Call rule ee eee cece eeeneeeeeeeen
329. ontacts folders with other TeleVantage users Those users can access your contacts folders from their Folder Lists according to access levels that you specify You can grant individual users specific levels of access to your contacts For instructions see Sharing folders on page 8 24 Teaching TeleVantage to recognize your contacts TeleVantage s more advanced features depend on TeleVantage recognizing your contacts You can teach TeleVantage to recognize your contacts in the following ways m By recognizing the Caller ID number or name of the contact s phone m By recognizing a special number you give to the contact to dial after your extension called a Contact PIN By using Contact PINs TeleVantage can recognize contacts regardless of the phone they use to call Note TeleVantage automatically identifies other TeleVantage users when they call from their stations or their public numbers see Entering My Numbers on page 12 4 CHAPTER 16 MANAGING CONTACTS AND WORKGROUPS 16 7 The benefits of having TeleVantage recognize contacts include m Their names appear in the Call Monitor while the phone is ringing to let you know who is calling a Their names are displayed on your Caller ID phone if you have one a Their names appear in the Call Log and Voicemail folders so that you can easily see contacts in your phone record and quickly call them back m Youcan hear your contact s name announced over your phone or PC
330. ontacts from those applications by using the TeleVantage TAPI Service Provider See your TeleVantage system administrator about installing the TAPI Service Provider and then follow your contact manager s instructions for placing calls Calls placed by other applications still appear in your TeleVantage Call Log and Call Monitor folders You can also install the TeleVantage Contact Manager Assistant CMA and receive screen pops showing the name the Caller ID and the time of day of the call Act users can receive screen pops without installing the CMA You do not need to have the Tele Vantage ViewPoint installed to use the TAPI Service Provider or the CMA Using the TeleVantage Contact Manager Assistant The Contact Manager Assistant enables Outlook GoldMine or FrontOffice 2000 contact managers to pop up contact information automatically when contacts in one of your contact managers call TeleVantage recognizes the incoming Caller ID number Caller ID or name To run the Contact Manager Assistant CMA 1 Choose Start gt Programs gt Vertical TeleVantage gt Contact Manager Assistant The program starts and runs in the background 2 Right click des in the system tray for a shortcut menu of commands that you can use to configure and personalize the program For further instructions see the CMA s online Help Importing contacts from other contact managers into Tele Vantage You can export contacts from other contact managers a
331. oose Edit gt Paste to paste the items Use this method to paste Call Log entries and voice message information into the Problem Report Wizard See Using the Problem Report Wizard on page I 1 For information about creating a new item by copying an existing item see page 8 17 8 18 USING TELEVANTAGE Dragging and dropping items 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 folder For example if you drag an active call in your Call Monitor onto a user in the Extensions tab of the Phonebook pane the call transfers to that user Conversely you can drag a user from the Phonebook pane to the Call Monitor to call that user The following table lists the drag and drop actions you can perform within TeleVantage ViewPoint The From column shows the items you can click and drag The To column shows the destination items The remaining columns show the actions that result when you drag and drop an item or use the SHIFT and CTRL keys in conjunction with dragging and dropping Notes mu Whenever you can drag an item to the Call Monitor to place a call you can also drag it to the Dial toolbar field m ViewPoint Web Access does not support drag and drop actions SHIFT CTRL From To Drag Drag Drag Call Call No action Opens the Conferences Conference the calls dialog box Extension Perfor
332. opdown list You can choose a user auto attendant queue or IVR Plug in 3 Click OK Customizing your listing in the dial by name directory The dial by name directory lets callers dial a user by entering the first few letters of the user s name Callers who know your name but not your extension can find you quickly in the dial by name directory You can remove your name from the dial by name directory if you want only callers who know your extension to call you You can also specify whether or not the dial by name directory reads your extension to callers CHAPTER 18 CUSTOMIZING VIEWPOINT 18 9 To customize your dial by name listing 1 2 4 Choose Tools gt Options The Options dialog box opens On the Personal tab uncheck List in dial by name directory to remove yourself from the directory If checked callers can dial you by name If you choose to be listed in the dial by name directory you can check Play extension to the caller to have TeleVantage read your extension to callers who find you by using the dial by name directory Callers hear Transferring to lt your voice title gt at extension lt your extension gt If unchecked callers who find you by using the dial by name directory hear only Transferring to lt your voice title gt Click OK Customizing how long your phone rings You can specify how long a call rings your phone your default internal or external station before it proceeds
333. or an active Line button to put a caller on hold Phone activated hold is silent and does not play the TeleVantage telephone commands Note If a call on hold exceeds the hold ringback time the ringback call is placed on a different line You can either follow the ringback call prompts to connect to the call on hold or hang up the ringback call and retrieve the call on hold yourself APPENDIX G USING THE COUNTERPATH SIP SOFTPHONES G 9 eyeBeam Pocket PC softphone softphone Feature Directions Y Flash The phone s Flash button is not supported by TeleVantage Pressing Flash puts the caller on hold like with the Hold button To generate a TeleVantage Flash command press Mute Click the phone s Mute button to mute the call Y Y Transfer Click the phone s Xfer button to perform a TeleVantage blind transfer To perform a supervised transfer dial and use the TeleVantage transfer telephone command Record Clicking Record performs a local eyeBeam recording not a TeleVantage call recording See the eyeBeam documentation for details Speakerphone Note that the eyeBeam will not Auto Answer via the speakerphone To automatically answer calls via the speakerphone turn on TeleVantage s hands free answering see Using hands free answering on page 4 4 USING TELEVANTAGE APPENDIX H LOGGING ON WITH COMMAND LINE SWITCHES You can add various swi
334. or decline the call In that case the routing list moves on unless someone presses 1 to accept the call You can choose to prompt the recipient at external phone numbers only See Creating a new routing list on page 15 10 for more information Important If you are using hands free answering your routing list will not be used unless you have enabled call announcing When you are in hands free mode your phone is automatically picked up whether you are there to hear it or not Therefore the pickup stops the routing list from being processed If you want your routing list to be processed while you are using hands free answering be sure to enable call announcing click Tools gt Options and then click the Phone Call Announcing tab CHAPTER 15 CALL FORWARDING AND ROUTING LISTS 15 7 Caller options while following a routing list When a routing list moves to the next action Tele Vantage can alert the caller and offer the following choices a Press 1 or stay on the line to try the next number m Press 2 to leave a voice message m Press 3 to return to the auto attendant ma Press 0 to transfer to the Operator If you have defined a personal Operator the call is transferred to that extension If you have not defined a personal Operator the call is transferred to your office s Operator extension You can specify whether TeleVantage offers these choices for each action in the routing list See Creating a new routing list
335. ords what the caller says and uses that recording to announce the call Callers who have voice titles recorded do not hear this prompt because TeleVantage uses their voice titles to announce the call This applies to both TeleVantage users and contacts For more information about TeleVantage contacts see Chapter 16 You can also turn this prompt off for all callers see Customizing or turning off call announcing on page 18 6 Call waiting When you are on a call and another call for you arrives you hear the call waiting tone two short beeps Press Flash to switch to the incoming call The current call is put on hold If call announcing is turned off you are connected to the incoming call immediately If call announcing is turned on you hear the call announcing prompt See Answering a call using call announcing on page 4 2 Call waiting options The following options can be set in ViewPoint or by your system administrator m Turning call waiting off m Disabling the call waiting beep when you are using ViewPoint a Displaying Caller ID on your phone on call waiting For more information see Customizing or turning off call waiting on page 18 8 CHAPTER 4 ANSWERING AND HANDLING CALLS ON THE PHONE 4 3 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 one call waiting meaning that when you are
336. orkgroup calls from being sent to you uncheck Accept ACD Workgroup calls Note If your ACD workgroup uses the simultaneous ring method you cannot make yourself available while a call is ringing and answer it Because you were not available when the call started ringing your phone will not be rung for that call D 2 USING TELEVANTAGE Using the Call Monitor To use the Call Monitor to handle ACD workgroup calls agents log on to ViewPoint using their own names and passwords They can view incoming ACD workgroup calls by using the ACD workgroup tab in their Call Monitor folders lt Call Monitor ACD Sales Name l2 Status Number There are no items to show in this view 2 All MyPhone ACD Sales Call Monitor folder tabs work as follows a My Phone Displays non ACD calls m lt ACD workgroup user name gt Displays ACD workgroup calls only All Displays all calls together Important For agents to see the ACD workgroup tab in their Call Monitor folders you must have shared the ACD workgroup user s Call Monitor with them See Sharing your Call Monitor folder on page 11 19 Receiving a call When a call to the ACD workgroup arrives the phones in the workgroup ring according to the method specified by the routing list Calls continue to ring agents until they are answered or until the caller chooses to leave a message or hang up Incoming calls appear in all participating agents Call M
337. ort recording of your name only By default TeleVantage plays it when the following events occur ma Callers dial your extension or are transferred to you callers hear Transferring to lt voice title gt m Callers look you up in a name search in the dial by name directory callers hear For lt voice title gt press 1 a You call another TeleVantage user the user that you are calling hears Call from lt voice title gt m You leave a voice message for another TeleVantage user your voice title precedes the message If you do not record a voice title you might be prompted to say your name when you call another TeleVantage user who has call announcing turned on see Call announcing on page 4 2 Important Your voice title can contain other information such as your company or title but it should not be a long recording TeleVantage plays your voice title in the middle of recorded sentences so a long voice title can cause confusion To record a voice title on the phone 1 Pick up your phone and press log on to your account by entering lt your extension gt lt your password gt Press 6 2 to manage your voice title Press 1 to record a new voice title Say your name and then press immediately afterwards to eliminate silence For instructions on how to record a voice title in ViewPoint see Recording a voice title on page 18 5 USING TELEVANTAGE Recording your voic
338. otes lt end gt ey To add the Desktop Alert Add in use the Add in Manager described in the previous section and select the file DesktopAlert dll located by default in C Program Files Tele Vantage Client AddIns 18 26 USING TELEVANTAGE Customizing the Desktop Alert Add in To customize the alert behavior for new calls and voice messages choose Tools gt Desktop Alert Options The Desktop Alert Options dialog box opens Ea Desktop Alert Options xi Manage Alerts Advanced About Televantage Desktop Alert When new calls are received oP Display a desktop alert gt Desktop alerts for incoming calls are now enabled Call Alert Options when new voice mail arrives IV Display a desktop alert Desktop alerts for incoming voice mail are now enabled Voice Mail Alert Options To customize desktop alerts 1 To enable desktop alerts for new calls or new voice messages check the appropriate category 2 To define the desktop alert behavior and actions for new calls click Call Alert Options To define it for new voice messages click Voicemail Alert Options 3 Click the Behavior tab Behavior Actions Appearance IV Automatically dismiss alerts after 5 second s Alerts will remain visible for 5 seconds before they are automatically dismissed J Limit the number of simultaneous alerts to 5 alert s Use a separate alert for each new call item Folder Option
339. ou specify you may not have placed enough pauses between the pager number to be dialed and the information to send If this problem occurs add more commas to the Dial Sequence field Do not enter multiple stars in a row in the pager string Use only one star to send a dash Multiple consecutive stars can terminate the page message Setting up call notifications TeleVantage places notification calls to the number of your choice The call says lt the queue s voice title gt has a new voice message from lt caller s voice title if available gt Press to hear your message By pressing you can log onto the queue s account and hear the new message and even press 4 3 to call the person back 1 Choose Tools gt Options The Options dialog box opens 2 Click the Voice Messages Call Notification tab 3 Select one of the following notification options from the dropdown list a Do not place call notifications Calls are not placed when the queue receives new voice messages a Place call for all messages A call is placed whenever the queue receives a new voice message Place call for urgent messages only A call is placed whenever the queue receives a voice message marked urgent 13 14 USING TELEVANTAGE 4 Click H in the Number field to open the Notify Me via Call dialog box Notify Me via Call OL x Call this number Call using p Phone number Name Number zl lt Contact
340. ound calls from shared stations on page 7 2 APPENDIX A TELEPHONE COMMANDS QUICK REFERENCE A 7 m Option 4 3 reads the callback number to you You can press 1 to dial it or press 2 to dial other numbers such as the user s extension or any of the contact s numbers You can also press 2 to dial any other number Personal Status commands The commands shown in the following table are available after choosing 6 1 from the voicemail account menu Personal Status commands log on and choose 6 1 from the voicemail account menu Available Do Not Disturb In a Meeting Out of the Office On Vacation Available Queue only Available non Queue On Break Custom followed by 1 to select your first custom status 2 to select your second custom status and so on O COIN O Oo RAION A 8 USING TELEVANTAGE APPENDIX B WORKING AS AN AGENT IN A CALL CENTER QUEUE CHAPTER CONTENTS Whether this chapter applies to you 20 000 c eee eee eee B 2 Starting and ending your shift and taking breaks 2 B 2 What call center agents need to know to get the job done B 3 Working at different phones 0 0 0 e eee eee B 4 Signing in and out of aqueue 2 02 B 5 Receiving and handling queue calls 0 0 cece eee B 6 Placing calls from a queue 1 eee B 8 Popping up caller information 0 000
341. our ViewPoint so that you don t accidentally resize or close panes With the ViewPoint layout locked you cannot drag borders to resize panes and panes no longer have a clickable X in the corner with which to close them You can still resize the ViewPoint window as a whole and you can still hide and show panes using the commands on the View menu To lock or unlock the ViewPoint display choose View gt Lock the Layout You can also lock the current folder in place so that it cannot be switched to another folder See Locking the current folder in place on page 8 16 Customizing the ViewPoint display You can further customize the appearance and features of ViewPoint See Customizing the ViewPoint display on page 18 22 for more information ViewPoint folders The TeleVantage ViewPoint contains folders which appear in the main part of ViewPoint window and give you access to specific Tele Vantage functions Important Some folders may not be available to you Your TeleVantage system administrator controls which folders your ViewPoint program displays To open a folder do one of the following ma Click its icon in the Navigation pane See The navigation pane on page 8 10 m Choose View gt Go To then select the folder to display For an overview of each folder see the following table Navigation Folder Description Pane Call Monitor Ine Place calls and handle incoming calls transfer calls c
342. our phone and press log on to your account by entering lt your extension gt lt your password gt Press 4 to manage your greetings Your initial greeting plays Press 4 to rerecord that greeting or 6 to record a new greeting Say your greeting and then press The greeting you just recorded is played back 4 Follow the prompts to accept rerecord or delete the greeting If you recorded a new greeting you can make it the active greeting the one that callers hear by pressing 3 For complete instructions on managing your greetings see Managing your greetings using the phone on page 5 7 CHAPTER 2 RECORDING YOUR VOICE TITLE AND VOICEMAIL GREETING 2 3 Using the Telephone CHAPTER 3 PLACING CALLS ON THE PHONE CHAPTER CONTENTS About placing calls onthe phone 2000 0c eee eee ee eee 3 2 Dialing internal and external numbers 0 0 00 e eee eee 3 3 Dialing by name 0 teens 3 4 Dialing a users voicemail directly 0 0 0 0 cece eee 3 4 Placing calls while you are already on acall 0 00000 e eee 3 5 Placing calls with options 0 0 0 0 eee eee 3 5 Placing calls to an IP address 0 0 0 0 eee eee 3 6 Placing a page or intercom call 0 0 0 0 ce eee eee 3 6 About placing calls on the phone You can pick up a Tele Vantage phone and place a call in the same way that you place calls on other phones But you can also do much more
343. out the CounterPath SIP softphones ssssseseeseeerieerierreerrerrrerrnenes G 2 About the eyebeam SIP Softphone ssssssseeseseeseereeriesrresrresrresrrerenenes G 2 Recommended USB phones eeeeceeeeeeeneeeeceeeeaeeeeeeeeseeeeaeeeeees G 3 Before installing the eyeBeam softphone eee ee eeeeeeeeeeeneeeeneees G 3 Installing and configuring the eyeBeam SIP softphone G 4 Launching the eyeBeam Softphone eceeeeeeeeeeeeeeeeeeeeeeeteneeeeneees G 6 Using CounterPath SIP softphones with TeleVantage cee G 8 Appendix H Logging On with Command Line Switches H 1 Using the station command 0 eee eeeeceeeeeeeeeeeeeeaeeeeteeteaeeeeeeeeeeeees H 2 Appendix Reporting Problems cccccccsseseeeeeeeeeseeeeeeeeeeneeenees l 1 Using the Problem Report Wizard sssseeeeseeeseereerierererrierrrerrrerrnere l 1 Reporting a problem that involves a specific Call ceceeeeee l 2 Reporting other problemS ssseeeseeeeeesiseesrerssrerriisrriesrnienrnrenrnrenrneen l 2 e S A E E T T l 1 CONTENTS Geiting Started CHAPTER 1 INTRODUCING TELEVANTAGE CHAPTER CONTENTS About TeleVantage 0 0 cee eee eee eee eens Accessing TeleVantage 0 cece eee eee eee nee Feature comparison table 00 000 c cece eee eee Getting technical supports essees ieee asec ies 4 aie naa ieee a ods Ee a TeleVantage documentation
344. p recording several times during a call each recording is created as a separate voice message Note If your voice mailbox is full or you do not have a voice mailbox you cannot record calls To record calls and manage call recordings using ViewPoint see Recording a call on page 11 12 CHAPTER 4 ANSWERING AND HANDLING CALLS ON THE PHONE 4 9 Creating a conference call You can create a conference call in the following ways m By adding parties By connecting separate calls To create a conference call by adding parties 1 Dial the first party and wait for an answer Press Flash for a dial tone to start another call Dial the second party and wait for an answer Press Flash 5 You and the two parties you called are now conferenced in a single call oF YS BM Press Flash for a dial tone to start another call The conference is put on hold and the parties already in it can continue to talk to each other D Dial another party and wait for an answer Press Flash 5 to add the new call to the existing conference call Repeat steps 5 7 to add more parties to the conference call To create a conference call from separate calls You can also create a conference call from separate individual calls by pressing Flash 5 When you hear the call waiting beep for an incoming call you can conference that call with your current call After the call waiting beep press Flash 4 Notes m Depending on how your administrator
345. person who left you the message In cases where multiple numbers are available for the person for example a callback number and a Caller ID number TeleVantage prompts you to choose which one to dial Note If the system cannot dial the callback number see your TeleVantage system administrator The call dialing rules set up by your TeleVantage system administrator may need to be changed To call back a voice message 1 Press 43 or 4 4 while or after a message plays 4 4 deletes the message in addition to calling the person back 2 If youare calling back a message that was forwarded to you Tele Vantage prompts you to choose whom to call back the person who forwarded the message or the original caller 3 TeleVantage offers you a default number to call To dial that number press 1 To choose from a list of other numbers associated with the caller press 2 If the caller is a TeleVantage contact the list includes all the contact s numbers See Managing contacts on page 16 4 After talking to the caller if you remain on the phone you will be returned to the voice message menu so that you can delete the message or move on to the next message To end a call and remain on the phone bypassing the voice message menu press Flash 3 or wait for the other party to hang up Sending a message directly to a user s voicemail You can record a message and send it directly to the voicemail of one or more TeleVantage users with the te
346. played in parentheses Talk to your system administrator to request a different custom name 5 Click OK You can block outbound Caller ID on your calls using the telephone commands as follows a 67 Blocks outbound Caller ID Caller ID will not be shown on your subsequent outbound calls m 82 Unblocks outbound Caller ID Caller ID reverts to your custom setting If no custom setting is available the system Caller ID setting is used 18 18 USING TELEVANTAGE Customizing SIP accounts 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 default remote SIP end points must call you using an address based on your extension such as sip 101 vertical com for extension 101 You can create other SIP accounts so people can call you using more meaningful addresses for example sip VinWilliams vertical com For outbound calls SIP accounts are also used to identify yourself to others and also to authenticate yourself on external SIP services such as www broadvoice com To create a personal SIP account 1 2 3 4 8 Choose Tools gt Options The Options dialog box appears Click the Personal SIP Accounts tab The tab lists the SIP accounts created so far Click Add The SIP Account dialog box opens Under Display name enter your full name or whatever you want to appear in the display name po
347. port Contact your TeleVantage system administrator for technical support For information on how to report problems see Appendix I You can get help through TeleVantage documentation as described in the next section 1 4 USING TELEVANTAGE TeleVantage documentation TeleVantage provides documentation in several easy to access online formats that provide the benefits of instant hypertext navigation This section describes the different TeleVantage documents and how to access them in various formats Ordering printed documentation You can order printed versions of most TeleVantage documents To do so contact your TeleVantage provider The TeleVantage documentation set The following table describes the TeleVantage documents and the formats in which each is available See the next section for instructions on using each format HTML book Acrobat PDF PNEUEN Audience in print Document Installing TeleVantage This manual covers the requirements and installation process for upgrades and fresh installations and describes how to order telephone company services add licenses configure advanced settings and troubleshoot problems Administrators and TeleVantage providers Yes Yes Yes Installing Intel Telephony Components This manual covers the requirements and installation process for upgrades and fresh installations and describes how to change hardware and troubleshoot problems Adm
348. prompts Call From overview 4 2 turning off 18 6 changing language of for contacts 16 6 for account code 3 3 for password with call forwarding 15 5 for password with routing lists 15 11 Please say your name about 4 3 turning off 18 7 selecting language of 18 6 to accept or decline calls from routing lists 15 11 USING TELEVANTAGE I 10 prompts cont 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 Numbers 12 5 workgroups 16 15 purging archived recordings E 11 Q Queue Monitor folder B 8 C 3 Queue Statistics pane C 8 queues personal statuses for agents 9 4 signing in and out B 2 statistics by phone C 16 supervising overview C 2 tabs for in Extensions list 10 3 viewing statistics for C 3 voice mailbox for C 20 quick tour 8 8 R ready marking yourself in ACD workgroups D 2 receiving and handling queue calls B 6 record button 8 26 recording calls using the phone 4 9 using ViewPoint 11 12 recordings how to make and play 8 26 options after making 5 7 redialing your last call 3 5 6 8 12 10 remote phone use overview 6 2 list of features 6 2 placing calls through the system 6 7 redialing numbers 6 8 remote phone use cont d ViewPoint logon options 8 6 with ViewPoint 6 9 without ViewPoint 6 5 renaming ViewPoint items 8 18 replying to voice mail using the
349. pt overview 4 2 turning off 18 6 call history in Call Log 14 8 in Call Monitor 11 17 Call Log folder overview 14 2 adding notes to calls in 14 8 associating a call with a contact 14 8 exporting 8 32 filters for 14 2 opening a contact record from 14 9 playing call recordings from 14 9 reporting on 14 10 result codes for exported 8 33 returning calls from 14 8 searching 14 7 viewing additional call details 14 5 Call Monitor folder overview 11 2 adding as pane to other folders 8 15 adding Phonebook pane to 8 15 Call Monitor folder cont d commands answer 11 7 associate with contact 11 14 disconnect 11 16 insert audio 11 13 mute 11 16 12 13 park 11 15 play caller s name 11 16 put on hold 11 9 put on hold while ringing 11 8 record call 11 12 send incoming call to voice mail 11 7 take call 11 7 transfer 11 10 transfer while ringing 11 8 unpark 11 15 conference calls in 12 12 display options for All tab 11 4 displaying on incoming calls 18 17 displaying when placing calls 10 5 double clicking in 11 7 opening automatically 11 5 ownership of calls in 11 6 panes in 11 5 selecting calls in 11 6 sharing 8 24 11 19 tabs overview 11 3 flashing for incoming calls 18 17 for call center agents B 7 showing and hiding 11 4 call notification of voice mail 13 12 call ownership 11 6 call recordings managing 13 8 call rules overview 17 2 call handling options 17 8 caller cond
350. quickly and easily drag and drop to transfer or conference calls point and click to hear voice messages or call people back set up call rules and follow me call forwarding to handle important callers monitor call center queues and more See your Tele Vantage system administrator about installing ViewPoint on your computer Without ViewPoint you can still access many TeleVantage functions by using the telephone commands For details see Chapter 3 through Chapter 6 and the Telephone Commands Quick Reference in Appendix A Using ViewPoint in Spanish German French Parisian or French Canadian You can have the Tele Vantage ViewPoint interface display in Spanish German French Parisian or French Canadian To do so use the Windows Control Panel to set your Windows Regional Settings to the desired language You will need to restart ViewPoint if it was open Using ViewPoint from any web browser TeleVantage ViewPoint Web Access is a version of TeleVantage ViewPoint that you can access through your Web browser If your office has ViewPoint Web Access set up you can use it to access TeleVantage features from any location on the Internet To access ViewPoint Web Access type its Internet address in your Web browser See your TeleVantage system administrator for the address In most cases the instructions in this manual also apply to ViewPoint Web Access You can also use ViewPoint Web Access s context sensitive online Help for sp
351. r 0 for the Station ID click OK then in the next window select Use your default station a 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 IP address of the phone As long as this ViewPoint session lasts that phone will be the associated phone Click a to choose advanced options for the number see the next section Specifying options for a remote number a eyeBeam SIP softphone This is the preferred softphone option for the highest audio quality See Appendix G Using the CounterPath SIP softphones a TeleVantage H 323 softphone This option does not provide as high audio quality as the SIP softphone See Appendix F Using the TeleVantage H 323 SoftPhone None Choose this option to use ViewPoint without an associated phone ViewPoint commands that require a phone for example placing a call will be unavailable 3 In Server type the network name of a Tele Vantage Server computer on your network or click to select one 4 Click OK Specifying options for a remote number If you selected Remote number you can click H to open the Check Phone Number dialog box where you can specify how TeleVantage dials the number Check Phone Number Eg Address type Phone number Internet address Centrex PBX extension Call Using Default Phone Number access code This access code l
352. r instructions see Logging on to ViewPoint on page 8 3 7 2 USING TELEVANTAGE 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 dial 0 Note You can also see who is currently logged in by looking at the status bar of the TeleVantage ViewPoint See The status bar on page 8 12 Distinguishing incoming calls to a shared station When you share a station with another user and the phone rings you may want to know which user the call is for You can use the following methods to distinguish incoming calls to a station The call for announcing prompt With call for announcing turned on when you pick up the phone you hear a recorded message that says Call for followed by the name of the user whom the call is for You can then accept or decline the call using the standard call announcing commands see Answering a call using call announcing on page 4 2 Note that pressing 2 or 3 sends the call to the voice mailbox of the user it is for To turn on call for announcing 1 In TeleVantage ViewPoint choose Tools gt Options 2 Inthe Options dialog box click the Call Announcing tab 3 Check Announce who the call is for 4 Click OK Distinct ring patterns You and the user s who share your station can agree to set different ring patterns for your incoming calls For instructions see Changing ring patterns
353. ransfer calls set up conference calls and perform other call handling tasks For details about how to use the telephone commands see Chapter 3 through Chapter 6 For a summary of the telephone commands see Appendix A Using the Flash command Flash is a command you select using your telephone Most phones have a Flash button If yours does not you can do a Flash command by pressing and releasing the hook briefly 1 2 USING TELEVANTAGE Using the TeleVantage ViewPoint application TeleVantage ViewPoint gives you access to all of TeleVantage s features in an easy to use Windows interface With ViewPoint you can point and click to play voice messages place and receive calls manage multiple active calls access contacts and users and so on For details about how to use ViewPoint see Chapter 8 through Chapter 18 For ViewPoint requirements see Installing Tele Vantage Using TeleVantage ViewPoint Web Access If your Tele Vantage system administrator has installed TeleVantage Web Services you can access an HTML version of ViewPoint called ViewPoint Web Access by using your Web browser ViewPoint Web Access lets you use Tele Vantage from any remote location that has Internet access and from Macintosh and UNIX computers Most features of TeleVantage ViewPoint are available in ViewPoint Web Access You can listen to your voicemail manage contacts check your Call Log customize your TeleVantage account and so forth To use View
354. re information Select one or more settings to specify how the rule handles calls See Selecting how a call rule handles a call on page 17 8 for more information If you do not want this call rule to be active uncheck Enable this Call Rule The call rule remains in storage but does not handle any calls until you enable it again See Enabling or disabling a call rule on page 17 8 If you want the call rule to be active leave this field checked Click OK 17 4 USING TELEVANTAGE Combining caller and schedule conditions When you create a call rule you can specify only caller conditions only schedule conditions or both conditions together with the following results a Only caller conditions The call rule is always active and handles calls that meet its caller conditions at all times For example a call rule for your friend Jim activates whenever Jim calls a Only schedule conditions The call rule handles all incoming calls during the specified dates and times regardless of who s calling For example a call rule for after business hours with no caller conditions set handles all calls after business hours Both caller conditions and schedule conditions The call rule handles calls only when both conditions are met For example a call rule for your friend Jim after business hours handles only calls from Jim that occur after business hours If Jim calls during business hours the call rule does not activate
355. reate a new routing list click To edit a routing list in the list select it and then press ALT while clicking For more information about routing lists see Using routing lists on page 15 7 Select the Greeting played to callers when they reach your voice mailbox To record a new greeting click IS m To rerecord a greeting in the list select it and then press ALT while clicking For more information about greetings see Managing greetings on page 13 18 Check Ignore Call Rules if you want to disable your call rules when this personal status is in effect With your call rules disabled all your incoming calls follow your Standard routing list See Chapter 17 for more about call rules Note Checking this box is equivalent to choosing Tools gt Ignore Call Rules whenever this personal status is in effect With the box unchecked your call rules might cause some callers to hear greetings or follow routing lists other than the ones specified by this personal status Check When select this personal status prompt me to change these settings to have a dialog box open automatically whenever you select this personal status Doing this lets you quickly change preferences that you frequently modify Checking this box is helpful to you for those personal statuses whose greetings or forwarding locations you customize on a regular basis For example whenever you USING TELEVANTAGE select the Out of the Office personal s
356. reate conference calls monitor voice mail gt Voice Mail Inbox Zap Hear and manage your voice messages To call back a message right click it and choose Place Call pem Contacts Manage an online phone book of your telephone contacts Call Log View a record of all your phone calls To return the call right click it and choose Place Call Me A CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8 13 Navigation Folder Description Call Monitor Extensions View all TeleVantage extensions their personal statuses and who is on the phone now Call Monitor Queue Monitor Call Center agents only View and manage agents and view real time queue statistics Configuration Call Rules Set up custom call handling for individual callers or for specific dates or times Configuration Greetings Record your voice mail greetings and change the active greeting cil ict GB e0 Configuration Personal Statuses Manage personal statuses that communicate your location and availability to your coworkers and control how your incoming calls are handled G Configuration Routing Lists Set up follow me call forwarding calls ring a series of numbers to find you and direct calls to workgroups or other extensions Configuration Workgroups 8 Define groups of users and contacts You can then send voice messages to the group call all group phones share your ViewPoint folders with the gro
357. receive a page whenever you receive a new voice message a Senda page for Urgent messages only You receive a page whenever you receive a voice message marked Urgent CHAPTER 13 MANAGING VOICE MESSAGES IN VIEWPOINT 13 13 4 Inthe Page using field select the dialing service that you want TeleVantage to use to dial your pager For more information about dialing services see Using dialing services on page 12 8 5 In the Dial Sequence field enter the dial string for your pager including the phone number of the paging service and your pager s PIN if required The dial string can contain any touch tone digit 0 9 You can enter commas to indicate 2 second pauses in the dial sequence You can also use the following special characters to add information to the page m Iori sends the Caller ID number for an external call or TeleVantage extension for an internal call E or e sends the TeleVantage extension that the caller dialed Lor l sends the length of the voice message in seconds Example The dial sequence 18007771000 1245983 E causes TeleVantage to dial your paging service pause for 6 seconds enter your pager s PIN 1245983 followed by to indicate end of PIN enter your extension the extension at which the voice message was left and then hang up Your pager would display only the extension 103 for example 6 Click OK Notes m f you receive only the last portion of the pager data that y
358. red Calls ee eeeeceeseeeeeeeeeeeeseeeeeseeeseeeeesaeeeaeeeseeeeeee 11 19 Chapter 12 Placing Calls in VieWPOint ecccesseeeeeeteeeeees 12 1 Placing a Call nis sessed ee ee aE 12 2 Placing calls using the Dial ar oo eee eee eseeeeeeeceeeeneeeeeeeeeeeees 12 2 Using the Place Call To dialog DOX ee ee eeeeeeeeeeeereeeeteeeeeeeeeees 12 3 Quick dialing from ViewPoint folders eee eeeeeeeeeeseeereeeeeeeeeaees 12 6 Camping on a busy users extension 0 0 eee eeeeeeereeeeeeeereeeeeees 12 7 Placing calls using Arag ANd CrOp ee eee eeeeeeeeeceeeeneeeeeeeeeeneees 12 7 Placing calls by using other contact Manage s ccceceeeees 12 7 USING Gialing SOrViCES iiini ereitea taipas aidien daie 12 8 Entering phone numbers using various types of dialing service 12 8 Checking a number ee eeeceeeceseeenceseeeeeceseseeenereneseeeeeeeatenereneeetes 12 9 Redialing numbers and returning Calls eee eeeeeeeeeeeeeeeeeneeeeaes 12 10 Displaying the Call Monitor when you place a Call eee 12 10 Creating Windows shortcuts to speed dial a number c ee 12 10 Creating Conference Calls eee eeeceeeeeeeeeeeeeeeeeeaeeeeeeeeaeeeeeeeeeeeeeed 12 12 USING TELEVANTAGE Adding parties to a conference sceeceeeceeeeeeeeeceeeeeeeeeeeeeeeeenees 12 12 Conferencing multiple active calls together tees 12 13 Muting individual conference parties 12 13 Transferring a c
359. reeting to change based on your other settings For example you can use a call rule to play a different greeting when your friend Jim calls see Chapter 17 or have a different greeting play when you select the personal status On Vacation see Chapter 9 CHAPTER 15 CALL FORWARDING AND ROUTING LISTS 15 15 If you select a specific greeting under Play greeting that greeting overrides the active greeting and plays to all callers who reach the final action of the routing list even if a different greeting is specified in a call rule or personal status If you clear the Play greeting checkbox no greeting plays to callers who reach the final action of this routing list even if a greeting is specified in a call rule or personal status If the final action is Take a Message callers who reach your voicemail hear only the beep that signals that recording has begun When to use a specific greeting with a routing list It is highly recommended that you select a specific greeting to play if your routing list s final action is not Take a Message In such a case you want to be sure that the greeting that callers hear matches the action that is about to happen Examples of greetings for other final actions are the following a Hang Up I m sorry you couldn t find me I m not taking messages at the moment Good bye a Transfer to extension I m sorry you couldn t find me I m transferring you now to my administrative ass
360. rently selected contact press ALT and click See Entering a new contact on page 16 4 for more information a Click My Numbers To forward your calls to one of your own phone numbers such as your home or mobile phone select it on the list To forward your calls to another number type the number in the Number field For instructions on entering numbers in your My Numbers list see Entering My Numbers on page 12 4 Note When you forward calls to a mobile phone make sure that you check Prompt recipient to accept or decline call on the Options tab See Mobile phone issues with routing lists on page 15 8 To enter an account code that will automatically be associated with all calls forwarded to this number type a vertical bar character after the number followed by the account code At this point most users can click OK to complete call forwarding The following steps are for advanced TeleVantage users If you want to transfer calls using Centrex service or a remote PBX check Attempt Centrex PBX Transfer See Forwarding calls over Centrex or PBX trunks on page 15 6 for an explanation To set other call forwarding options click the Call Me at Another Location tab gt Call Forwarding _ Ol x IV Forward calls change Where I Am Forward to Call Me at Another Location r When forwarding calls to an external number Wait for answer po seconds J Prompt recipient for password JT Prompt
361. ringing you can perform the following actions m Take the call m Send the call to voicemail a Grab and hold the call put it on hold without talking to the caller first m Transfer the call without talking to the caller first Taking the call If you are already on another call select the incoming call and choose Actions gt Take Call Your current call is put on hold You can easily move among multiple calls by choosing Take Call again When you use Take Call in the Call Monitor folder call announcing is not used However you can play the caller s name over your speakers by choosing Actions gt Announce Caller To have incoming callers names played over your speakers automatically see Other options for incoming calls on page 11 18 Sending the call to voicemail Select the call and then choose Actions gt Take Message The call is sent to your voicemail Note Call center agents cannot perform this command on an incoming queue call Screening a voice message as it is being left You can listen to a voice message as the caller is leaving it and pick up the call if needed To do so 1 Select the call while it is ringing or while the caller is leaving a message 2 Choose Actions gt Screen Message CHAPTER 11 RECEIVING AND HANDLING CALLS IN VIEWPOINT 11 7 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 you 4 To interrupt
362. rivate contact which only you can see and use 3 Enter the appropriate information about the contact in the First Name Last Name Company and Title fields The first and last names are displayed in the Call Monitor folder when this contact calls you Either a first name or a last name is required To create a contact that has the name of a company only enter the company name into one of these fields 4 If your office uses account codes you can enter an Account code for the contact TeleVantage automatically uses the account code for the call when it identifies the contact on an incoming call or when you dial one of the contact s numbers on an outgoing call If you are prompted to enter account codes when you place calls you will hear a double beep instead of a single beep to indicate you are dialing a contact who has an account code already entered When you hear the double beep you can press on your phone to accept the contact s existing account code or you can enter another account code For more information see Entering account codes when placing calls on page 3 3 CHAPTER 16 MANAGING CONTACTS AND WORKGROUPS 16 5 5 Inthe Preferred telephone prompts dropdown list select the language that you want 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 Entering a contact s phone numbers and addresses 1 On th
363. rns See Changing ring patterns on page 18 11 18 8 USING TELEVANTAGE Turning ringback for calls on hold on and off If you hang up with one or more calls on hold or parked TeleVantage can ring your phone to remind you of the calls You can turn ringback on and off and you can specify how long TeleVantage waits before ringing your phone Note If you are an agent in a call center queue the ringback settings for queue calls are set by your queue administrator and are not affected by these settings which are for personal calls only To turn ringback on and off 1 Choose Tools gt Options The Options dialog box opens 2 Click the Phone tab 3 Do one of the following To turn ringback on check Ring back if I leave a call on hold or parked m To turn ringback off uncheck the option 4 Inthe Ring back interval field enter the number of seconds that TeleVantage should wait before ringing you back after you put a call on hold or park a call 5 Click OK Changing your personal Operator Callers who reach your voicemail or who are waiting on a routing list can always press 0 By default O transfers them to your system s Operator but you can transfer them to any other extension for example your company s auto attendant To change the extension to which callers transfer when they press 0 1 Choose Tools gt Options The Options dialog box opens 2 On the Personal tab choose an extension on the Personal Operator dr
364. rom a caller without a voice title you will hear either Call from internal user Call from external caller or Call from contact depending on the caller a If Caller ID is present do not ask for their name If checked incoming callers with Caller ID are not prompted to say their names This is a useful setting if you have a phone with a Caller ID display You can skip asking the caller for a name if you can see on your Caller ID display who is calling If unchecked all callers without voice titles are prompted to say their names Announce who is transferring Check this option if you want to hear the name of the person transferring a call to you For example if checked you would hear Helen Shire is transferring a call from Shane West To announce who is transferring you must have call announcing turned on for internal calls If it is not turned on you are connected directly to transferred calls 5 Click OK CHAPTER 18 CUSTOMIZING VIEWPOINT 18 7 Customizing or turning off 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 you can easily intercept an incoming call visually in your Call Monitor folder See Chapter 11 for more information To customize call waiting or turn it off 1 Choose Tools gt Options The Option
365. rowser is a tool for listening to and managing thousands of mailbox recordings voice messages or call recordings that have been archived by TeleVantage You can search for recordings using a variety of criteria edit or delete recordings flag recordings for follow up or restore them to the appropriate Inbox or other folder from which they were archived This appendix describes how to do the following a Run the Archived Recording Browser See page E 1 Search for mailbox recordings that meet the criteria that you set See page E 2 a View and act on recordings See page E 9 m Check the recording archive for missing audio files See page E 11 Purge archived recordings See page E 11 a Import a recording archive from TeleVantage 6 x See page E 12 Running the Archived Recording Browser In order to use the Archive Recording Browser you must know the network location of the archive and have network access to that location See your system administrator for details To run the Archived Recording Browser 1 Choose Start gt Programs gt Vertical TeleVantage gt TeleVantage Archived Recording Browser The TeleVantage Archived Recording Browser dialog box opens TeleVantage Archived Recording Browser User Name Archive Admin Password C Automatically log on as this user 2 Enter your archive user User Name and Password These can be different than your TeleVantage user name and password ask your system admini
366. rs 8 16 locking ViewPoint display 8 13 logging on as a visitor 8 6 changing default station 8 7 from a remote number 6 6 skipping 8 3 telephone commands available after A 7 to ViewPoint with another phone 8 6 using the phone 5 2 using ViewPoint 8 3 with command line switches H 1 with new options 8 7 Macintosh using ViewPoint on 1 3 mailbox viewing size of 13 9 making a call See placing calls menu bar 8 9 message waiting light enabling and disabling 13 12 USING TELEVANTAGE l 8 messages See voice mail Microsoft Exchange Server synchronizing with 13 7 Microsoft Outlook 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 customized 18 12 muting acall 11 16 parties in a conference call 12 13 My Numbers entering 12 4 placing calls to 12 4 My Phone tab in Call Monitor 11 3 N names changing ViewPoint display of 18 24 dialing by 3 4 of callers displayed in Call Monitor 11 7 playing caller s over speakers 11 16 playing caller s over speakers automatically 18 17 recording for your voice title 2 2 yours in dial by name directory 18 9 navigation pane 8 10 NetMeeting See Internet calls notes adding to active calls 11 17 adding to calls in Call Log 14 8 adding to voice mail 13 8 notifications of new voice
367. rs where you are if you are forwarding your calls and so on Predefined personal statuses for call center queue agents In addition to the predefined personal statuses shown in the previous table the predefined personal statuses shown in the following table are available to agents in a call center queue For information about working as an agent in a call center queue see Appendix B For information about working as an agent in an ACD workgroup call center see Appendix D icon Status Description Available Queue Only This status or the Available status makes you available When you select this status the queue begins sending calls to you With this status only queue calls ring your phone Non queue calls are sent directly to your voicemail To have all your calls ring your phone make yourself available by selecting the Available status see the previous table You can also select this status by picking up the phone and pressing 51 Available Non Queue This status makes you unavailable at the end of your shift When you select this status the queue stops sending calls to you With this status non queue calls still ring your phone To prevent all calls from ringing your phone make yourself unavailable by selecting Do Not Disturb You can also select this status by picking up the phone and pressing 52 9 4 USING TELEVANTAGE Icon Status Description tt On Break T
368. rsonal status uses the I m on vacation greeting and specifies that your phone does not ring whenever you select the On Vacation status I m on vacation becomes the active greeting and your Taking calls setting is set to No m Change active settings directly by using the Active Settings dialog box see the next section Each change you make to an active setting overrides the previous one Example You select the personal status On Vacation which makes the I m on vacation greeting active Then you open the Greetings folder and make the Standard greeting active The Standard greeting is now the active one even though the On Vacation personal status is still in effect Changing your active settings directly The Active Settings dialog box gives you quick access to all your active settings in one place Changes you make in this dialog box become your new active settings and remain active until something else changes them for example until you select a new personal status or change the active greeting in the Greetings folder You can use the Active Settings dialog box in the following ways m See ata glance all your current active settings so that you know how your incoming calls are being handled m Set an aspect of a personal status differently whenever you select that status For example whenever you select the status Out of the Office you might want to specify a different call forwarding location
369. rt receiving calls from all queues to which you are signed in In the Available personal status you receive both queue calls and non queue personal calls To receive only queue calls choose the personal status Available Queue Only 51 Select the personal status Available Queue Only This personal status makes you available and you start receiving calls from all queues to which you are signed in In the Available Queue Only status only queue calls ring your phone Non queue calls are sent directly to your voicemail To have all your calls ring your phone make yourself available by choosing the personal status Available 52 Select the personal status Available Non Queue This personal status makes you unavailable and the call center queues stop sending you calls Important Use this command only at the end of your workday to preserve the accuracy of queue statistics To leave your phone temporarily during your workday use 53 You can also end your workday by choosing any personal status other than Available Available Queue Only or On Break APPENDIX A TELEPHONE COMMANDS QUICK REFERENCE A 5 Quick call commands 53 Go on break You become unavailable and the call center queues stop sending you calls but your workday is still ongoing for statistical purposes This command changes your personal status to On Break While you are on break non queue calls continue to ring your phone
370. rtion of the SIP URI For example Vin Williams in the SIP URI Vin Williams lt sip vwilliams abccorp com gt Under Userinfo of SIP URI enter the portion of the SIP URI that appears before the sign For example vwilliams in the SIP URI Vin Williams lt sip vwilliams abccorp com gt Check Use this account in From header field on outbound calls to have the outbound SIP header include this display name and userinfo If you have more than one SIP account for the same SIP server only one of the accounts can have this setting checked Choose whether this is an external or local SIP account as follows a Choose This is a local account to create a TeleVantage based SIP URI that other SIP using parties use to contact you a Choose This is an account at external server to create a SIP URI used to log in to an account on an external SIP server for example a third party dialing service such as Broadvoice www broadvoice com Choose the appropriate SIP server from the dropdown list then fill in the external account credentials as follows a REGISTER address of record for this account Check to have TeleVantage use this account when sending REGISTER updates to the external server a This account requires authentication If logging on to the account requires password verification check this field and fill in the appropriate user name and password information See your system administrator if you need help with
371. rvising queues in ViewPoint This appendix describes the process of supervising a TeleVantage call center queue For complete instructions on setting up and managing a TeleVantage call center see the Tele Vantage Call Center Administrator s Guide You can assign agents any number of queue permissions that give them the ability to supervise a queue Supervisors are merely agents with extra permissions Supervisory tasks include the following Configuring the queue in the Administrator including the agents that belong to it m Signing agents in or out for the queue m Viewing real time queue statistics in the TeleVantage ViewPoint m Changing an agent s personal status m Managing a queue s voice mailbox m Supervising agent conversations by monitoring or coaching You assign permissions separately for each queue To give an agent supervisor permissions in more than one queue you must edit the agent separately in each queue For instructions on adding agents to a queue and setting their permission levels see the Tele Vantage Call Center Administrator s Guide Exempting supervisors from receiving queue calls Because supervisors are agents in the queue by default they receive queue calls when they are ready just as other agents do To exempt an agent from receiving calls from a queue sign the agent out for that queue or configure the agent as an Observer using the Tele Vantage Administrator see the Tele Vantage Call Center Adminis
372. s 6 Check Public to make the number publicly available This has the following effects m Other users can quick dial your public numbers or make speed dial shortcuts to them by right clicking your name in their ViewPoint Extensions list If unchecked the number is kept private and does not appear on this right click menu m When a call comes into TeleVantage from one of your public numbers your name appears in the From column and can be used to identify you for example by other users call rules If unchecked calls from the number display as from Unknown Note In cases where the same number is defined in different places TeleVantage chooses the name to display by prioritizing as follows 1 a user s public number 2 a public contact 3 a private contact m Other programs can access to the number for example an ViewPoint Add in that automatically dials certain numbers see Enhancing ViewPoint with Add ins on page 18 25 If unchecked other programs cannot read or access the number though your system administrator can still view it Click OK to return to the Options dialog box Click OK to close the Options dialog box CHAPTER 12 PLACING CALLS IN VIEWPOINT 12 5 Quick dialing from ViewPoint folders In certain ViewPoint folders you can quickly place calls by either right clicking an item or selecting it and using the Actions menu You can choose the following commands a Speed Dial Immediately place
373. s I Display alerts for the Following Folders only Matt Waller Call Monitor Pick Folders Alerts will be displayed for all new call items received Preview fe i Cancel Apply Set any of the following options Automatically dismiss alerts after __ seconds Check and enter a number of seconds after which the desktop alert window closes You can close the window manually at any time If unchecked the window stays open until manually closed CHAPTER 18 CUSTOMIZING VIEWPOINT 18 27 a Limit the number of simultaneous alerts to __ Check and enter the maximum 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 Display alerts for the following folders only Check to limit alerts to new calls or voice messages that arrive in specific folders Click Pick Folders to specify which folders trigger alerts If unchecked a new call or new voice message in any of your personal or shared folders triggers an alert 4 Click the Actions tab Behavior Actions Appearance Action assigned to the alert Display ViewPoint and open the item s Folder x J Close alert after the action above is completed Action assigned to first button Decline the call and send it to voice mail x I Close alert after the action above is completed Ac
374. s See the next section Customized ring patterns You can set ring patterns for incoming calls of a particular category or type The type of ring then allows you to quickly identify the type of incoming call For example you can use one ring for internal callers and two rings for external callers For instructions see Changing ring patterns on page 18 11 Other options for incoming calls The ViewPoint Call Alerts tab of the Options dialog box offers you other ways TeleVantage can signal an incoming call See Customizing incoming call behavior on page 18 16 for more information 11 18 USING TELEVANTAGE Sharing your Call Monitor folder You can share your Call Monitor folder with other TeleVantage 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 permission level they can answer your calls using that tab and perform all call handling commands on them If you give them the View Only permission level they can see your calls but cannot answer them or perform any commands on them When you share calls with another user your calls also appear in your own Call Monitor but if the other user accepts one of your shared calls you cannot manage it or take it Note Calls that you share with another user do not ring at the other user s telephone If you want your Calls to ring there forward your calls to the user instead of sharing them
375. s 11 7 Grabbing and holding the Call 0 0 0 ce eee eeeeseeeeeereeeeeeeeenetereeees 11 8 Transferring a call without talking to the caller first 11 8 Commands while you re on a Call 0 2 eee cece eesee tence teeeeeeeeeteneeeeees 11 9 Putting a call on hold wwivs cic anced aan Maa eee 11 9 Transferring Gall nonga aiaa i aa e eataa 11 10 Recording a call srg e e aoa eaa 11 12 Playing recorded audio into a call seseeeeeeeeeereereereesrereeree 11 13 Associating a call with a contact o oo eee eee eee eeeeeeeeeteeeeeeeeeeeees 11 14 Parking Call i Tirap raa r iaaa ar raaa aa a eaaa a atei 11 15 Unparking asCalll issan eae tients i ai 11 15 Sending a Call to VOICEMAlIN ee ee eects eeeeeeeeeeeeeeeaeeeesneeeaeeaeees 11 15 Muting a call s 2dcccicininn ies y hailed ALG Await bes 11 16 Playing a caller s MAMEC L eeeececseeeeeecreeeeeeeecaeeeaeseeseeseaeeeeeeaeeeaes 11 16 Disconnecting a call while staying on the phone eee 11 16 Entering an account code for a Call eee eeeceeeeeeeeeeeeeeeeeeeeeees 11 16 Viewing a calls history ee eee cece eee ceeceeeeeeeeeeeeeeeetaeteaeeeneaeeeees 11 17 Adding notes to a Call eee eeeeceseeeeceeeeeeeeeeeseeeeeesaeneateeseeeeeee 11 17 Preventing certain calls from ringing your phone 11 17 Incoming Call indicators 0 eee eee eee eeeeeeeeeeeeaeeteaeeeeeeeeeeeeeneneeteaes 11 18 Sharing your Call Monitor folder eee eeeeeeeseeeeeeeeeeneeeeneeeeneees 11 19 Viewing Sha
376. s ALT while clicking Dl m To change the active Where Am phone Taking calls Routing List or Greeting settings use the instructions in step 4 To create a custom personal status on page 9 7 3 To make sure that all incoming callers hear the greeting specified here when they reach your voicemail check Ignore Call Rules Doing this disables your call rules and causes all incoming calls to follow your Standard routing list The Routing List setting in this dialog box changes to reflect this choice Note Checking this box is equivalent to choosing Tools gt Ignore Call Rules whenever this personal status is selected With the box unchecked your call rules might cause some callers to hear greetings other than the one specified here 4 When you are done click OK If the active settings are different than the current personal status you are prompted to apply these settings as edits to the personal status Choose one of the following a Yes The active settings go into effect and also are copied to the personal status preferences Choose this option if you want to apply these active settings every time you select this personal status a No The active settings go into effect as overrides to the personal status The personal status remains unchanged Choose this option to make a one time change that will not be repeated the next time you select personal status CHAPTER 9 USING PERSONAL STATUSES 9 11 Active settings h
377. s CIl Name Company Title PIN Ph 123 E Extensions EA Damon Salathe E Jose Avellanos Don My Numbers E Marcus Radcliffe E Monica Traven Corpus Christi T A lz lz l le l S lt No numbers available cma __ 5 From the Call Using dropdown list select the access code and dialing service to use when placing notification calls Click Contacts or My Numbers then select the number to call Click OK Note You can enter or change the phone number to which notification calls are sent using the telephone commands log on and press 6 4 By logging on from a remote phone you can have call notifications sent to wherever you are Scheduling notifications If you do not want to receive notifications 24 hours a day 7 days a week you can schedule notifications to occur at specific times only For example you can have TeleVantage send notifications only during business hours or after business hours on work days You can also set up custom hours You can create different schedules for e mail pager and call notification Important Notifications are never queued for later delivery When you use a schedule voice messages that arrive during an unscheduled time do not produce notifications at all Schedule entries Your schedule is composed of individual schedule entries that TeleVantage uses in combination For example if you want to be notified of new voice messages during business hours and all day on holi
378. s ENTER or click your mouse anywhere The notes you just created appear in the Notes column for that Call Log entry Associating a call from Unknown with a contact When a Call Log entry appears from Unknown it means that TeleVantage was unable to identify the caller as a TeleVantage contact or user You can associate the call with a contact so that the correct name displays and TeleVantage identifies the contact on subsequent calls from that phone See Associating a call or Caller ID number with a contact on page 16 9 for complete instructions Returning a call in the Call Log folder 1 Select the call in the Call Log folder that you want to return 2 On the Actions menu choose one of the following a Place Call This command lets you choose the number to dial from a submenu If the caller is a contact you can choose the phone number to call from the list of the 14 8 USING TELEVANTAGE contact s phone numbers You can also choose to call by using the Caller ID number of the call a Speed Dial This command places a call immediately to a user s extension a contact s default number or an unknown caller s Caller ID number You can also choose Speed Dial by double clicking the call 3 Click OK TeleVantage dials the number Entering an account code for a Call Log entry You can enter an account code or change the one already entered for a call in the Call Log You must have permission to view and ed
379. s Pane at the bottom of the Voicemail folder Any notes that you create for a message accompany that message if it is forwarded to other users Hiding and showing notes To hide or display the Notes Pane choose View gt Notes Pane To hide the Notes column see Showing and hiding columns on page 18 22 Moving a voice message to another application You can drag and drop a voice message from ViewPoint to another Windows application See Dragging and dropping voice messages to other applications on page 8 21 Managing call recordings The following types of call recordings can appear in your Inbox Recordings that you made yourself using the Call Monitor see Recording a call on page 11 12 a Recordings made automatically by the system Usually such recordings are sent to the voice mailbox of a system administrator or call center queue supervisor If you are receiving such recordings in error speak to your system administrator You can listen to a call recording by double clicking it just as you listen to a voice message Any command you can use on a voice message you can also use on a call recording For automatic call recordings made by the system only you can choose Actions gt Open Call Log Details to open the Call Log Details dialog box and view details about the recorded call See Viewing call details on page 14 5 This command is not available for call recordings you made yourself or call center queu
380. s a call to the default number of the selected item For a user it is his or her extension For a contact it is the contact s default phone number a Place Call Opens a sub menu that lets you choose from all the available numbers for the selected item for example all of a contact s numbers You can also choose Other to open the Place Call To dialog box with that item selected see Using the Place Call To dialog box on page 12 3 You can quick dial the following types of call from ViewPoint folders To quick dial Use this folder Notes A user or other Extensions extension or Extensions list in the Call Monitor s Phonebook pane A caller call back Call Log Places a call to the Caller ID or callback number of the call A voice message call Voice Messages Places a call to the Caller ID back Inbox or other folders or callback number of the voice message A contact Contacts or Contacts list in the Call Monitor s Phonebook pane A workgroup Workgroups Calls all users in the or Extensions with a workgroup simultaneously workgroup selected The first user to answer receives the call Speed dialing by double clicking In the Extensions list double clicking an extension speed dials that extension In the Contacts folder double clicking a contact may speed dial the contact s default number depending on how you have configured your Contacts folder see Defining double click be
381. s assured of identifying this call as coming from Mr Jones m f you have a car for sale you could advertise it in the paper with your extension plus a contact PIN for example Call me at ext 17756 Set up the contact as Car buyer with a PIN of 56 Now when anyone calls about the ad it appears as from Car buyer in your Call Monitor To enter a contact PIN 1 Inthe Contacts folder double click the contact for whom you want to create a contact PIN The Contact dialog box opens Click the Caller Identification tab Under Contact PIN enter the number that you intend to give to this contact If the contact PIN you entered conflicts with one already created TeleVantage prompts you to enter a different number 4 Click OK Note You cannot enter a contact PIN for a public contact Opening contacts from within other folders After an incoming call has been identified as coming from a contact you can easily open the contact record from a Voicemail folder if the contact left a voice message or the Call Log folder Select the call or voice message and then choose Actions gt Open Contact 16 12 USING TELEVANTAGE Using contacts in another contact manager If you make extensive use of another TAPI compatible contact manager or customer relationship management application such as Microsoft Outlook GoldMine or FrontOffice 2000 or Interact Commerce Corporation s Act you can place TeleVantage calls to your c
382. s by using the telephone commands You can also forward your calls using the telephone commands See Forwarding your calls using the phone on page 5 9 Forwarding calls in ViewPoint The following two procedures describe how to use call forwarding in the TeleVantage ViewPoint To turn call forwarding on 1 Choose Tools gt Call Forwarding The Call Forwarding dialog box opens gt Call Forwarding olx IV Forward calls change Where I Am Forward to Call Me at Another Location Call using 9 Phone number X EE aol Name Number 89 Name Address E Contacts Extensions Another Number lome My Numbers 617 345 6789 2 Check Forward Calls change Where Am CHAPTER 15 CALL FORWARDING AND ROUTING LISTS 15 3 Enter or select the number to dial in one of the following ways Enter the number to which calls are forwarded in the Name Number or Name Extension field You can also type the name of a contact or user m Click Extensions and select an extension on the list You can also select a queue auto attendant IVR Plug in or workgroup a Click Contacts and select a contact on the list The contact s default phone number appears in the dropdown list below the main list If the contact has more than one phone number associated with it you can select a different number on the dropdown list To create a new contact click to open a new Contact dialog box To edit the cur
383. s dialog box opens 2 On the Phone tab check Enable call waiting if you want to use call waiting Uncheck it if you want to turn call waiting off 3 If you use ViewPoint s Call Monitor folder to alert you to incoming calls and thus do not want the audible beep over the phone check Do not play call waiting beep when using ViewPoint The beep will play only when you are not running ViewPoint 4 Click OK Displaying Caller ID on a phone If your phone can display Caller ID you can choose whether or not it shows the Caller ID of incoming calls If your phone supports Caller ID display on call waiting you can also choose whether to use that feature 1 Choose Tools gt Options 2 Click the Phone Station Features tab 3 Choose one of the following options a Caller ID When checked your phone displays the Caller ID of incoming calls Caller ID on call waiting When checked your phone displays the Caller ID of incoming calls when you are on the phone When unchecked your current caller s ID remains in the phone display despite the incoming call 4 Click OK Notes m Caller ID is transmitted between the first and second ring If your phone supports Caller ID you may want to increase this setting so that there is enough time for Caller ID to be displayed and read m Because Caller ID data is sent between the first and second rings sending Caller ID to a phone can interfere with the beginning of customized ring patte
384. s immediately after a call ends If you check the field the SIP phone does not generate its own dial tone after the other party in a call hangs up If checked the connection to the SIP phone is dropped when the call is completed and the phone returns to Idle and will play its own dial tone busy tone or silence 7 Click OK Using a SIP phone You should be aware of the following SIP phone behaviors m SIP phones do not show as off hook in ViewPoint Extension lists until the number is fully dialed a When you dial 9 or another access code for an outside line the phone does not provide an external dial tone until you have dialed the full number m After dialing the number you should press Dial or Send otherwise there will be a 3 to 4 second delay before the call is placed Changing your external station number with 17 If you have an external station you can use the telephone commands to change its location for example from your home to your cell phone To do so 1 From the remote phone that you want to set as your external station call your office and log on to your account See Logging on to TeleVantage from a remote number on page 6 6 Press 17 You re returned to a dial tone Press and log on again to the Voicemail Account menu You can skip your extension and log on with lt your password gt 4 Press 6 9 The location of your external station is changed to the phone from which you
385. s in ViewPoint on page 15 3 m TeleVantage call waiting and hands free answering are not available at non station remote phones unless you are imitating a station see Imitating a station at a remote number on page 6 10 Placing calls through TeleVantage from a remote phone If you have permission you can place outbound calls through TeleVantage after logging on These calls are billed to TeleVantage give you access to the call handling telephone commands and are logged in your Call Log To place a call through TeleVantage from a remote phone 1 Call your office and log on see Logging on to TeleVantage from a remote number on page 6 6 Press Dial the call including access code Notes m logging on and pressing gives you an internal dial tone the same as when you pick up your desk phone From an internal dial tone you can dial TeleVantage extensions and use the telephone commands beginning with see Quick call commands on page A 3 m When placing calls through TeleVantage press 3 to end each call instead of hanging up the phone If you hang up you must call your office and log on again if you want to place more outgoing calls through TeleVantage Pressing 3 eliminates the need to call your office again because you remain connected to TeleVantage If your remote phone is stuck on a TeleVantage session If you are trying to make a non TeleVantage call from your remote phone and you
386. s of all workgroup members ring simultaneously and the call goes to the first member who accepts it Any contacts in the workgroup are ignored In the Ring duration field specify the length of time each workgroup phone should ring before the call tries the next phone in the workgroup For any external numbers in the workgroup you can choose Prompt recipient for password When calling a workgroup Prompt recipient to accept or decline call is automatically selected so that ACD calls are guaranteed to be answered by agents To play callers a message before they are routed to the workgroup check Prompt caller before trying this action and select the message on the Prompt dropdown list Click OK You return to the Routing List dialog box in which the new routing list action appears in the Actions list Use the arrows next to the Actions list to reorder any actions in the routing list and then click OK When routing calls to a workgroup you also can use the Pause and repeat final action This action keeps callers on hold until a member of the workgroup answers the call Calls are answered in the order of longest hold time or first in first out FIFO Using greetings with routing list final actions For most routing lists you should check Play greeting before the final action and select Active This ensures that callers who reach the routing list s final action for example your voicemail hear a greeting It also allows the g
387. s to be created If Tele Vantage finds a duplicate contact in the CSV file it will import all contacts even those that are duplicates of TeleVantage contacts Do not import duplicate items If TeleVantage finds duplicate contacts in the CSV file it will not import them 6 Select Use phone numbers as caller identification for these contacts to add the imported contacts phone numbers to TeleVantage s list of Caller ID numbers so that 8 28 USING TELEVANTAGE contacts can be identified when they call For more information see Teaching TeleVantage to recognize your contacts on page 16 7 7 Ifyou are importing a CSV file that was created by TeleVantage go to step 10 8 Ifyou are importing contacts from another application and have not previously mapped the fields click Map Custom Fields The Map Custom Fields dialog box opens using the default map showing the first contact record to be imported and how the existing fields will be mapped to TeleVantage fields Map Custom Fields xi Drag the fields or values from the source file on the left and drop them on the appropriate destination field on the right Drag an item from the right to the left to remove it from the field mapping M From r To C Program Files TeleVantage Client Miri Miri Anatolia Contacts Contacts csv Destination Field Mapped From a First Name First Name Last Name Last Name Title Title Comment Company Company Business Phone Busi
388. sconnect when idle 3 Under Destination select one of the following types of external station a External Number Choose for any external station with a phone number m Generic H 323 Device Choose for any H 323 based IP phone not listed including Polycom IP phones 6 12 USING TELEVANTAGE a Intel PBX IP Media Gateway Choose for stations connected to an Intel PBX IP Media Gateway m Uniden IP Phone Choose for H 323 based Uniden IP phones a TeleVantage Softphone Choose for the Tele Vantage H 323 Softphone See Appendix F Using the TeleVantage H 323 SoftPhone a SIP Phone Choose for any SIP based IP phone such as the Vertical Aastra 480i or eyeBeam SIP softphone See the next section for more instructions None This selection is used by system administrators to create a null station which is a station without a physical phone In Call using select the dialing service used when the user places calls from the phone For more information see Using dialing services on page 12 8 Enter the external station s phone number in Number or for IP phones the phone s IP address in Address Check Stutter dial tone to have the phone alert you to new voice messages by stuttering the dial tone when you first pick up Check Disconnect when idle to disconnect calls immediately when you end a call If unchecked Tele Vantage provides a 10 15 second window of internal dial tone after a call ends so that you can u
389. se TeleVantage creates a conference call behind the scenes when playing audio and there are restrictions on handling conference calls see Transferring a conference call on page 12 14 A Playing indicator appears in the Call Monitor as a reminder CHAPTER 11 RECEIVING AND HANDLING CALLS IN VIEWPOINT 11 13 To play audio into a call from the Call Monitor 1 Select the call and choose Actions gt Insert Audio gt Play Audio into Call The Play Audio Into Call dialog box opens Play Audio Into Call Select a message or greeting to play into this call chris Brooks A Received Number ss wD Deleted Greetings Mon 9 12 2005 9 32AM Callback 6178525525 al Inbox Tue 2 1 2005 1 47 PM 6033240000 a TAR Thu 12 9 2004 10 20AM Callback 9178055556 Z Shared Folders F 10 1 2004 11 05 am CALIFORNIA 7079999999 Wed 9 15 2004 2 03PM IDAHO 2089000000 Cust Serv ta Mas Wed 8 25 2004 2 21 PM GEORGIA 4044144440 lt lt 2 Select the recorded audio to play You can choose any of your greetings or voice messages or click Import to select a WAV or VOX audio file When you import a file it is saved as a new greeting so you can use it again next time without importing 3 Click OK The audio is played into the call To play audio into a call from other folders 1 Select a greeting in the Greetings folder or a voice message in any Voicemail folder 2 Choose Actions gt Play into call From the submen
390. se the telephone commands for other activities However when unchecked you may find that you cannot place a new call from ViewPoint immediately after ending a call because TeleVantage still considers the station off hook Checking the setting should solve that problem Note that if checked the station will not return to dial tone after the other party in a call hangs up CHAPTER 6 USING TELEVANTAGE WITH A REMOTE PHONE 6 13 Configuring a SIP phone If you have a SIP phone external station you can configure its behavior and customize your SIP URI as follows 1 Choose Tools gt Options The Options dialog box opens 2 Click the Phone Station Features tab Sheis Destination sP Phone YS Call Announcing Call using 7 SIP X Sationikeatures Phone s SIP address Hands Free e z H Voice Messages Registered to SIP span f207 79 15 11 7 Et ViewPoint Userinfo mooo SIP URI I Stutter tone J Disconnect when idle 3 In Call Using your company s SIP dialing service should be selected If your company has more than one SIP dialing service you can choose a different one here 4 Under Phone s SIP address choose whether the phone is registered with TeleVantage or not as follows a Registered to SIP span Choose this if your SIP phone is registered with TeleVantage so that you can pick up the phone and dial Tele Vantage extensions directly Select the IP address of
391. seeceenecenereeneeeseeeeseeesseaeerseneeesaes 9 2 The Personal Status button in the status bat 0 00 ee 9 3 Using predefined personal statuses eee eee eee teeter teeetees 9 3 Selecting a personal Status eee eee cess eeeeeeeeeeeeeeseeeeeteaeeeeeeeeaeees 9 5 Modifying a personal Status 0 0 eee eeneeeeeeeeeeeeeeaeeseaeeteeeeeeeeeees 9 6 Creating a custom personal Status ee eee eee cette tee teeeteeetee 9 6 The Personal Statuses fOlder eee eeeceeeeeeeneeeeneeeeeeeeseeeeeneeeeaeeeeaes 9 9 Personal status and your active SettingS 0 c cc eeceeeeeeeseeeeeeeeeeneeeeaes 9 9 Changing your active settings eee ceceseeeeceeeeeeeeeeeeneeeaeeeeeneneas 9 10 Active settings hierarchy eee cecceseeeseeeeeeeeeeeeeeeeeeeeeaeeeaeeeeeneeeaees 9 12 Personal status defaults 0 0 ee cece eeeeeeseeeeeeeeeeeeeseaeeseaeeeeseeeeeeeene 9 12 Setting personal status defaults eee eeeseeeeceeeeneeeeeeeeeeeeees 9 13 Changing the personal status of another user 0 eee 9 14 Chapter 10 Using the Extensions List ccsssseeseseeeeeeneenes 10 1 Viewing TeleVantage extensions cece eeeeeeneeeeneeeeseeeeeeeeeeeeeees 10 2 Extensions folder tals ececeeeeeeeseeeeceeeeeeeeeseeseaeeeeseeseeeeeeeees 10 3 Extensions folder COIUMINS es eeeeeeeeseeeeeeeeeeeeseeeeeeeeeeeeeeeeeneeees 10 3 Placing calls to an extension ee eee eeseeeseeeeseeteeeeeeeneeteneeseneeeeeees 10 5 Sending an instant mess
392. selected users are moved to the Share with these users list 5 To change the access level for a user select the user in the Share with these users list and then select one of the following from the Permission dropdown list a View only The user can view or listen to items in this folder but cannot edit or delete them a View and Edit The user can view listen to edit delete and move items in this folder 6 Click Apply to save your changes and continue to work on the Sharing tab When you are done click OK The folder is now shared with the users in the Share with these users list at the specified permission level Viewing shared folders To view folders that another user has shared with you choose All Folders in the navigation pane open Shared Folders at the bottom of the Folder List and select the folder of the other user Folder List x E E Miri Anatolia 5 Call Log Call Monitor El Call Rules a Contacts fal Deleted Greetings H Inbox Personal Statuses Queue Monitor B Routing Lists Workgroups a Public Folders B f Shared Folders laa Sales Call Log fal Deleted amp Inbox 1 amp Saved E Deleting shared items If you have permission to do so you can delete voice messages from folders that other users have shared with you If those users also shared their Deleted folders with you the message moves to their Deleted folders If not the message is permanently removed
393. specific items 3 Click OK CHAPTER 9 USING PERSONAL STATUSES 9 13 Changing the personal status of another user You can change the personal status of another Tele Vantage user if you have permission and know that user s password This feature is useful when users want to change their personal status but do not want to log on to Tele Vantage themselves For example a secretary can change the personal status for the boss or the user who is acting as the Operator user can change the Operator s personal status without logging on as the Operator user To change another user s personal status 1 In the Extensions list right click the user 2 Choose Apply Personal Status and click a personal status The Enter Password dialog box opens Enter password for Frank Smith x Password Cancel Help Enter the password of the user and click OK 9 14 USING TELEVANTAGE CHAPTER 10 USING THE EXTENSIONS LIST CHAPTER CONTENTS Viewing TeleVantage extensions Placing calls to an extension Sending an instant message to an extension Changing another user s personal status Exporting the Extensions list Viewing TeleVantage extensions You can see all TeleVantage extensions along with information about the current status of each extension in the Extensions list You can use the Extensions list to quickly place calls to other TeleVantage extensions or to change another user s personal status if you have
394. ssage To reply to a message 1 Press 41 while or after a message plays 2 Ifthe message was sent to multiple recipients you can reply to the sender only or to the sender and all recipients To reply to the sender only press 1 To reply to the sender and all recipients press 2 At the tone record your reply message Press when you are done Press 1 to send your reply See the table on page 5 4 for other options Forwarding a voice message When you forward a voice message you send a copy of the message to the voicemail of one or more users preceded by a new message that you record Your message can introduce the forwarded message to users for example it might say I just received this message about our new product and I thought the three of you ought to hear it To forward a message 1 Press 4 2 while or after a message plays 2 At the tone record your message Press when you are done 3 Press 1 to accept your recorded message See the table on page 5 7 for other options 4 Enter the extension to which you want to forward the message followed by If you do not know a user s extension press 411 and select the user by name Enter multiple extensions in the following format ext1 ext2 ext3 CHAPTER 5 MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE 5 5 Calling back a voice message When you call back a voice message Tele Vantage places a call to the extension or external phone number of the
395. ssage m Open the contact record of the contact who left the message m Send a new voice message to other users m Delete a voice message m Mark an existing message Private unheard or Urgent m Move a voice message to another application Forwarding a voice message You can forward a voice message except if it is marked Private to one or more users A copy of the message is sent directly to the voicemail of all recipients 13 4 USING TELEVANTAGE You can also attach a recording of your own at the beginning of the forwarded message For example Bob this is Jim I received this message and thought you would want to hear it Your recording precedes the forwarded message To forward a voice message 1 In any Voicemail folder right click a voice message that you want to forward and select Forward on the shortcut menu The Forward Message dialog box opens 2 Inthe Available Users list select the users to whom you want to forward the message To select multiple users press CTRL while you select users Click Add to move the selected users to the Recipients list Optionally record a short message that introduces the message you are forwarding Use the audio controls for detailed instructions see Using the audio controls on page 8 26 5 Click Send A copy of the selected voice message preceded by your short introductory message is forwarded to the users in the Recipients list When recipients select the message the
396. ssociating a voice message from Unknown with a contact 13 7 Marking a voice message Unheard s es 13 7 Marking a voice message Urgent or Private eee 13 8 Adding notes to a VOICE MESSAGE eeeeeseeeeeeeeeeeeeeeneeeeeeeeeneteaees 13 8 Moving a voice message to another application eee 13 8 Managing Call recordings ecceeseeeeeeeeeeeeeneeeeaeeeeaeeeeeeeeeeeeeeneeeeaes 13 8 Sharing your VOICE MESSAGES e eee eeeeecenee cence eeeeeteeaeeeeaeeteeeseeeeeees 13 9 Managing your voicemail quota eeeeeseeeseeeeneeeeneeeeseeteseeeeeaeeteaes 13 9 Setting a maximum length for your voice Messages 13 9 Sending a message directly to a user s voicemail e seen 13 10 Knowing when you have new Messages eeeeeeeeeeeneeeeeeeeeeeeeeees 13 11 Systemi tray DUON assets coe een aeia tapaia iaaeaie aisinn eene aeaiiai iria 13 11 Number in navigation pane seseeseseeeeeieeeiereeieeererrereerereerernerees 13 11 Stutter dial tone nareset utia aea aada ee ahh aigi 13 12 Message waiting light esseseseesnsnssrensrnennrnennruennrarenrasieensrernreeee 13 12 New message SOUNGC ceeeeececceeeeeeteneseceneeceseseneaneeetensesneaees 13 12 E mail pager and call notifications ee eeeeeeeeeeeeeeeeneeee 13 12 Scheduling notifications 2 eee cseeeeeeeeeeeeecneeeeeeeeteeeeeeeeeeees 13 15 Managing greetings Geraisin e nei aea A ai 13 18 CONTENTS The Greetings folder sic f nud sh Anak baie aes
397. ssword For instructions see Changing the personal status of another user on page 9 14 Exporting the Extensions list You can export the Extensions list to a CSV file See Importing and exporting TeleVantage items on page 8 27 10 6 USING TELEVANTAGE CHAPTER 11 RECEIVING AND HANDLING CALLS IN VIEWPOINT Using the Call Monitor folder 20 00000 e eee eee 11 2 Displaying the Call Monitor folder automatically 0 11 5 Selecting and acting on a call in the Call Monitor folder 11 6 Commands while a call is ringing 0 0 eee eee eee 11 7 Commands while you re on a call 1 0 ee 11 9 Preventing certain calls from ringing your phone 04 11 17 Incoming call indicators 2 0 0 eee 11 18 Sharing your Call Monitor folder 0 0 00 eee eee eee 11 19 Using the Call Monitor folder In the TeleVantage ViewPoint the Call Monitor folder is the visual counterpart to your telephone The Call Monitor lets you see all your incoming calls and any outgoing calls at once often with the callers identified by name Se Call Monitor ertical Tele antage YiewPoint File Edit View Tools Actions Help Dial Enter a number or name to dial gt Tanew Ma X Daa m O A Transfer OF Conference ahed e gt Call Monitor me Monitor Phone Favorite Folders Status po Contacts il Queue Monitor
398. st click it then CHAPTER 18 CUSTOMIZING VIEWPOINT 18 25 uncheck Enabled To view or change options for an Add in click it then click Options 3 When you are done adding Add ins click Close Using the Reverse Phone Number Lookup sample Ada in The Reverse Phone Number Lookup sample Add in enables you to right click a phone number and display a web page with the results of a Google search of the phone number If successful Google displays information about the phone number including name address and a link to a map showing the location To add the Reverse Phone Number Lookup Add in follow the instructions in the previous section and select the file TVReversePhoneLookup dll located by default in C Program Files Tele Vantage Client AddIns Once the Reverse Phone Number Lookup is added you can perform the lookup by going to the appropriate folder and right clicking on any item Using the Desktop Alert Add in With the Desktop Alert Add in you can set up custom alert windows that pop up automatically whenever you receive a new call or voice message The alert window has two buttons to which you can assign custom actions For example on a new call alert window you could assign the actions Decline the call and send to voicemail and Grab the call and put it on hold to the two buttons The pop up alert window would then look like this Incoming Call to Matt Wall x lt Matt Wall St Caller ID 2066332592 N
399. status consists of the following A personal status icon and a name such as Available These appear next to your name in the Extensions list so that other TeleVantage users can see at a glance whether you are in the office and available Likewise by looking at the Extensions list you can see the personal status of other users For example if the Extension list shows Helen Shire in the personal status On Vacation you would know not to call her A collection of preferences that determines how your incoming calls are handled For example the Do Not Disturb status sends your incoming calls directly to voicemail without ringing your phone Each personal status consists of the following call handling preferences mu Where Am specifies the phone at which your incoming calls ring Changing this setting is equivalent to forwarding your calls See Forwarding calls on page 15 3 a Taking calls determines whether your phone rings when calls arrive m Queue calls is a setting for call center agents that determines whether or not the queue sends them calls See Appendix B a Routing List specifies the routing list that TeleVantage uses to process calls For more information about routing lists see Using routing lists on page 15 7 m Greeting specifies the recording that TeleVantage plays to callers when they reach your voicemail or any other final action of your routing list For more information about greetings see Managing
400. stom Default location Default Initial Gree Default Star 24 Sa a gt 9 Items Miri Anatolia x555 YAvailable J Personal status and your active settings When you select a personal status its preferences are copied to your active settings Your active settings are all the settings that taken together determine how TeleVantage handles your incoming calls They are a The currently active personal status ma Where Am the phone that rings for your incoming calls Active greeting the greeting played to callers who reach your voicemail Active routing list the routing list that incoming calls follow a Taking calls setting whether your phone does or does not ring Ignore call rules whether your calls rules are enabled or disabled In addition call center agents have the queue calls setting which determines whether they are currently available to receive queue calls See Appendix B CHAPTER 9 USING PERSONAL STATUSES 9 9 Changing your active settings You can change your active settings in the following ways m Change each active setting individually by going to the appropriate folder or dialog box For example you can set your active greeting in the Greetings folder your active routing list in the Routing Lists folder your Where Am setting by forwarding your calls and so forth m Change several active settings at once by selecting a personal status For example if your On Vacation pe
401. strator for the user name and password to use Click OK If you are prompted to do so navigate to the network location of the recording archive To log on as another archive user for example as a user with different access privileges click File gt Log On as a Different User and then enter that archive user s User Name and Password Searching for recordings The Archived Recording Browser does not display any entries when you run it To view recordings in the Browser window you must first search for recordings that match criteria that you set To search for recordings use either of the following methods m Start a new search See page E 2 m Load a saved search See page E 8 Starting a new search To start a new search 1 Click on the toolbar The Search Archived Recordings dialog box opens ii Search Archived Recordings Search Name I Basie Advanced Show me recordings that match these criteria TeleVantage Server ab Mailbox ab From Name or Number To Name or Number Received ey Length Flagged For Follow up C call Notes Cl Archive Notes Order results by Received he Ascending Ma USING TELEVANTAGE 2 Doone of the following If your search only involves the criteria shown on the Basic tab On the Basic tab you can quickly specify commonly used criteria and anything you enter is treated as a partial search For example entering 617 in the Numb
402. swering You can use TeleVantage call screening in combination with the eyeBeam auto answer feature G 8 USING TELEVANTAGE eyeBeam PocketPC Feature Directions softphone softphone Y Auto Click the eyeBeam phone s AC button to enable Conferencing or disable Auto Conference Combined with Auto Answer these two features control how participants are added to a conference as follows AA off AC off Manual conference The conference host manually accepts calls and adds them each to the conference AA on AC off Auto answer manual add to conference eyeBeam automatically answers calls and the conference host manually adds each to the conference AA off AC on Individual answer auto add to conference The conference host answers each call and each is automatically added to the conference AA on AC on Conference Server Mode eyeBeam acts as a fully automated conference server automatically answering each incoming call and adding them to the conference Y Conferencing Click the phone s CONF button to create a 3 way conference call when calls exist on multiple lines The user must have multiple line appearances enabled by the system administrator See the eyeBeam 1 1 User Guide about create 3 way conference calls with additional features enable such as Auto Answer and Auto Conferencing See also Creating conference calls on page 12 12 V Hold Click either the phone s Hold button
403. t becomes 2 and so on When the bottom of the queue is reached the order continues from the top down until it meets the agent who answered the most recent call Longest idle agent Agent positions are ordered according to the length of time without being in an Active state The agent who has gone the longest without being Active inbound is in position 1 Note that talking on non queue calls and being in the On Break personal status place an agent in the Standby state so that the time since the agent was Active continues to increase Likewise Wrap up is not an Active state so agents wrap up time also increases their idle time Only receiving a queue call makes an agent Active and resets the agent s idle time An agent s position is reduced by 1 whenever an agent with a longer time since being Active receives or places a queue call The only way for an agent s position to increase is for the agent to receive a queue call Fewest calls Agent positions are ordered according to which agent has received the fewest queue calls during the current display period The agent who has received the fewest queue calls since the beginning of the shift is at position 1 Note that the length of time spent on a queue call is not significant for adjusting position only the number of queue calls participated in C 14 USING TELEVANTAGE Algorithm Agent positions Least talk time Agent positions are ordered according t
404. t can be in different states for different queues at the same time The possible states are Ready The agent is signed in and in the personal status Available or Available Queue Only and the phone is on hook The agent is ready to take a call Active Inbound The agent is on an inbound call from this queue Active Outbound The agent is on an outbound call associated with this queue Wrap up Inbound The agent is in the wrap up period immediately following the end of an inbound call associated with this queue Wrap up Outbound The agent is in the wrap up period immediately following the end of an outbound call associated with this queue Standby The agent is On Break or is ina non queue call such as a personal call or a call from another queue Signed out The agent is signed out of this queue and so is not taking calls from this queue Unavailable The agent is in a personal status other than Available or Available Queue Only and so is not taking queue calls No answer The agent did not answer the last queue call The queue does not send calls to agents in the No Answer status TeleVantage automatically removes the agent from No Answer status after a certain time based on what caused the No Answer status Offering The agent s phone is ringing with a call from this queue but the agent has not accepted the call yet APPENDIX C SUPERVISING A CALL CENTER QUEUE C 5 Agents Pane Information
405. t cele ie Seek ae eae ea ee eee eke Bh es D 3 RECEIVING a Call in gaviniae aunts Seek ety oe ehh ys ike de eke D 3 Placing ACD workgroup calls 0 0 cece eee D 4 Taking abreak nee hes ices Bal hee a ds Bee ee eee D 4 Listening to the ACD workgroup s voicemail 000 eee eee D 4 Viewing the ACD workgroup s contacts and Call Log D 4 About participating in an ACD workgroup This appendix describes how agents participate in an ACD workgroup Important This section covers instructions for working in an ACD workgroup only For instructions on working in a call center queue see Appendix B For complete instructions on setting up and managing a TeleVantage call center including an ACD workgroup see the Tele Vantage Call Center Administrator s Guide Use of the TeleVantage ViewPoint Agents in an ACD workgroup must use the TeleVantage ViewPoint Without ViewPoint there is no way for agents to control whether or not they receive calls from the ACD workgroup Agents require ViewPoint to begin and end their workday and to take breaks during it as described in the next section Marking yourself ready and unavailable To mark yourself as ready to receive ACD workgroup calls 1 Log on to ViewPoint using your own name and password 2 Choose Tools gt Options 3 Click the Personal tab 4 Check Accept ACD Workgroup calls 5 Click OK To mark yourself as unavailable which stops ACD w
406. t contact management and TeleVantage ceeseeeeeeeeeeeees 16 2 The Contacts folder ee eeeeeeseeeneeeeseeeeeeeeeeeeeseaeeeeaeeeeaeeseeeeeeeneene 16 2 Using contacts folders aa haa a eaea ERN ERA 16 2 Private and public contacts seeseseeseeeeeseeeeesreresiereeieneierreresreene 16 3 Changing double click behavior e esseseeseseeseeeereeereresereereeneees 16 3 Using the Index buttons for quick ACCESS ee eee eeeeeeeeeereeeees 16 3 Searching for COMACIS e 42 scene les piedecdedeewe aeladlohigedge Ldeieeeebuescesens 16 3 Managing Contacts 2c ane thc pecctad septic ahead edad cele cee ae 16 4 Entering a new CONTACT eeeeeeeeesceeneeeeenceseeeeeeaceserenesaneeetenesees 16 4 Placing calls to your CONTACTS eects eeeeeeeeeeeeeeeeeseeseneeeeeeeetenes 16 7 Sharing yOUr contacts as ehri eea oi aaga aoe eei r aE Eiaa 16 7 Teaching TeleVantage to recognize your contacts eee 16 7 Identifying contacts Dy NAME eee eceeeeeeeeeeeeeeeeeeeeeseeteneeeeeeeeeeees 16 8 Associating a call or Caller ID number with a contact 0 ee 16 9 Understanding name and number on Caller ID ceee 16 11 Using contact PINs for guaranteed recognition ceceee 16 12 Opening contacts from within other folders ccceeeeeeeeeeees 16 12 Using contacts in another contact Manager 16 13 Using the TeleVantage Contact Manager Assistant 0 16 13 Importing contacts from other c
407. t you can map to a programmable button see the next section For a description of PDNs and SDNs see Using line appearances on page 4 12 To find which button on a phone corresponds to the button number in TeleVantage press the buttons on the phone Unassigned buttons display their TeleVantage button numbers in the phone s LCD display Note On the T series Norstar phone button settings you make in TeleVantage apply to that button plus one on the phone For example if you assign Speed Dial to button 1 press button 2 on the phone for Speed Dial Button 1 on the T series Norstar is reserved for speakerphone use The following features require additional steps Access Voice Mail Click the Parameter column to select the user whose voicemail account is accessed By default it is the account of the user currently logged into the phone Note If the phone has no message waiting light the button programmed for Access Voice Mail lights for your new messages as long as you are selected in the Parameter column a Call Forwarding Click the button in the Parameter column to open the Call Forwarding dialog box Select or enter the number to forward your calls to and click OK For instructions see Forwarding calls in ViewPoint on page 15 3 Set Personal Status Click the Parameter column to select the personal status to attach to this button The button functions as a toggle that switches your personal status between the perso
408. tation Your regular TeleVantage phone the station ID is displayed in parentheses CHAPTER 9 USING PERSONAL STATUSES 9 7 Another location Any other phone Click B The Call Me at Another Location dialog box opens where you can specify the number For instructions on using this dialog box see Placing a call on page 12 2 If you select an external number you can use the external call forwarding options under the Where I Am field For instructions see Forwarding calls in ViewPoint on page 15 3 For Taking calls specify whether you want your phone to ring when a call arrives If set to Yes incoming calls follow your active routing list which usually includes ringing your phone If set to No incoming calls are sent directly to the final action on your active routing list which by default is your voicemail The Queue calls field appears only if you are an agent in a call center queue Specify whether you want to receive queue calls when this personal status is selected If you specify Yes this personal status marks you as available and while it is in effect you receive calls from all queues for which you are signed in See Appendix B for complete instructions on working as an agent in a call center queue You can modify this field only for custom personal statuses or the predefined statuses In a Meeting and Out of the Office Select the Routing List that your calls use when you select this personal status To c
409. tatus A agent who has the permission Change an agent s personal status set to Allow can directly change the personal statuses of agents in the queue A supervisor can use this feature in the following situations m When agents are prevented from changing their own personal status In this case you must manage their workflow for them changing their personal status to begin and end their workday and to let them take breaks m When agents leave their phones and forget to change their personal statuses themselves In this case you can set the personal statuses of the agents to On Break m When the queue is configured to automatically place agents On Break if they let calls from the queue go unanswered In this case you ensure that agents become ready when they return to their desks m When agents leave for the day and are still ready In this case you can change their personal statuses to make the agents unavailable Important If agents leave at the end of their workday without making themselves unavailable you must make them unavailable before the start of the next workday or reports data will be inaccurate To change an agent s personal status 1 In ViewPoint select the agent on the appropriate tab in any of the following locations a The Extensions folder a The Extensions tab of the Phonebook pane in the Call Monitor folder m The Agents pane in the Queue Monitor folder 2 Choose Actions gt Apply Personal Status and
410. tatus the dialog box opens and you can specify a different call forwarding location 6 Click OK to save the new personal status The Personal Statuses folder The Personal Statuses folder displays all your personal statuses Open the Personal Statuses folder by clicking Configuration in the navigation bar then clicking Personal Statuses in the Favorite Folders list Double click a personal status in the folder to edit or view its properties You can see the personal statuses of other users in the Extensions list Ss Personal Statuses ertical TeleYantage iewPoint ioi xi File Edit view Tools Actions Help Dial Enter a number or name to dial X Onm n Flexa Configuration i Personal Statuses Favorite Folders Routing List fe Call Rules available Default location Default Initial Gree Default Sta gt Greetings Do Not Disturb Default location Default Initial Gree Default Star Personal Statuses GS in A Meeting Default location Default Initial Gree Default Star Routing Lists Out OF The Office Default location Default Initial Gree Default Star 3 Public Workgroups La On Vacation Default location Default Initial Gree Default Star Workgroups Available Queue O Default location Default Initial Gree Default Sta Available Non Que Default location Default Initial Gree Default Star L4 On Break Default location Default Initial Gree Default Star Call Monitor Cu
411. tches 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 Target field shows the command line Add switches to the end of the command line after the quote mark with a space before the switch You can add multiple switches separated by spaces For example C Program Files TeleVantage Client TVViewPoint exe Server TeleVantage station 77 The command line switches for ViewPoint are a allowmultiple Enables you to run multiple instances of ViewPoint at the same time on your computer m Server Syntax Server lt Servername gt Example Server TeleVantage Runs ViewPoint against a specific TeleVantage Server on your network This is useful when you want to have one ViewPoint session using a Server other than the one your ViewPoint runs against by default m user password showloginoptions Syntax user lt username gt password lt password gt showloginoptions Example user Neil Pratt password 2112 The three switches can be used separately Use to automatically log on to ViewPoint as a specific user With just user and password present ViewPoint skips the Logon dialog box To have TeleVantage still display the full Logon dialog box for example to change phone information add showloginoptions a station See the next section a stationconflict Syntax stationconflict
412. tely for inbound calls outbound calls and all calls Away A check mark indicates that the agent has been automatically placed in On Break status by the queue for having let his or her most recent queue calls ring unanswered C 6 USING TELEVANTAGE Agents Pane Information Forced Break Number of times the queue has automatically placed the agent in On Break status for letting queue calls ring unanswered since the beginning of the current display period Inbound Calls Number of incoming queue calls that the agent has participated in since the beginning of the queue s current display period including inbound calls transferred from other agents in the queue Longest wrap up The length of time that the agent spent in the longest wrap up after a call No Answer Number of queue calls to the agent that rang unanswered since the beginning of the current display period Outbound Calls Number of outbound queue calls that the agent has participated in since the beginning of the queue s current display period including outbound bound calls placed by other agents in the queue and then transferred to this agent Overflow The agent s overflow tier If no number is listed the agent is a primary agent assuming the overflow skill default is set to 0 Personal Status Name Name of the agent s current personal status Queue Name of the agent s queue Signed
413. test a ring pattern click the button to the right of the dropdown list Your phone rings three times in a demonstration of that ring Because the ring pattern derives from a continuous loop the first one might be truncated Listen for the subsequent rings to hear the pattern accurately Note On some systems Splash ring 3 plays as Splash ring 2 and Short ring Long ring plays as Long ring Short ring This occurs if your TeleVantage Server uses Intel Dialogic DM IP Internet telephony boards DI SI or HDSI station boards or DM V conference bridge boards Your TeleVantage administrator can tell you if your system behaves this way Click OK Note If your ring patterns do not begin correctly it may be because you are sending Caller ID data to a display phone See Displaying Caller ID on a phone on page 18 8 Enabling and disabling hands free answering For an overview of hands free answering see Using hands free answering on page 4 4 Use the following procedure to enable or disable hands free answering from ViewPoint 1 2 3 5 On the main menu click Tools gt Options The Options dialog box opens Click the Phone Hands Free tab Select the Enable hands free answering check box to enable hands free answering Clear the check box to turn hands free answering off Enter the desired time in the Dial tone time out seconds This setting identifies how long a dial tone plays after the end of a call before the station
414. that ViewPoint is not associated with a phone ViewPoint commands that require a phone for example placing a call are unavailable Note When you run ViewPoint without an associated phone the Call Monitor folder title bar displays No associated phone as a reminder 2 Click OK ViewPoint opens with the phone selection you made Logging on with new logon options You can log on as a different user or with a different associated phone without exiting and restarting the ViewPoint program This feature makes it easy to log on to another user s account from your ViewPoint or to move ViewPoint from one phone to another To log on to another user s account you must know the other user s password To log on as a different user choose File gt Log on as a different user The TeleVantage ViewPoint Log On dialog box opens See Logging on to ViewPoint on page 8 3 To change ViewPoint s associated phone choose File gt Use a different station The TeleVantage ViewPoint Log On dialog box opens with your name and password already entered and the Options showing Changing your password 1 Choose Tools gt Options The Options dialog box opens 2 Click Change Password The Change Password dialog box opens 3 Enter your current password under Old password enter your new password under New password and then retype your new password in the Verify new password field 4 Click OK to close the Change Password dialog box
415. that extension To send calls to another extension so that they follow that extension s forwarding or routing list use a final action of Transfer To extension You cannot route calls to an auto attendant or call center queue as a routing list action but you can do so by using a final action of Transfer To extension a Calla Workgroup This action directs calls to one or all members of a workgroup Usually this action is used only by Tele Vantage system administrators setting up an ACD workgroup For instructions see Routing calls to workgroups on page 15 14 Specify the length of time the phone or phones should ring in the Ring duration field a Play Greeting This action does not ring a phone but instead plays the caller the greeting that you select on the Greeting dropdown list You can also play a greeting as part of each action and before the final action To record a new greeting from this dialog box click See Managing greetings on page 13 18 While any greeting is playing the caller can press 0 to transfer to the Operator or 1 to leave a voice message You might want your greeting to mention these options 5 If you are routing the call to an external number you can use the following options under When calling an external number Prompt recipient for password The person who answers the phone hears Call for lt your voice title gt Please connect me To be connected to the caller you must enter your Te
416. the Actions menu choose Place Call or Speed Dial Note On messages from unidentified callers TeleVantage places a call to the phone number from which the message originated If the message was left by someone calling from an office PBX extension you might not be able to connect to the correct party E mailing a voice message You can e mail a voice message as a WAV file attachment to someone who is outside the TeleVantage system To e mail a voice message you must have an e mail reader that supports MAPI installed on your computer such as Microsoft Outlook or Eudora Pro To e mail a voice message 1 Select the message you want to send by e mail 2 Choose File gt Send To Mail Recipient Your MAPI mail ViewPoint Send dialog box opens with the message attached 3 Address and send the e mail as you normally would Playing a voice message into a call To play a voice message into a call select the voice message and choose Actions gt Play into call You can select either Current call or Other call in which case you can choose which of your calls hears the greeting For more information about playing audio into calls see Playing recorded audio into a call on page 11 13 Opening the contact record from a voice message If a voice message was left by an identified contact see Chapter 16 you can open the contact record to view or change information about the contact To do so choose Actions gt Open Contact 13
417. the active greeting You can designate a new active greeting at any time Note You can record greetings for special situations for example greetings for when you re on the phone see Handling busy station calls differently than calls not answered on page 15 14 or when someone important calls see Chapter 17 Using Call Rules For instructions on recording a new greeting or re recording an existing one see Recording your voicemail greeting on page 2 3 CHAPTER 5 MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE 5 7 Managing your greetings To manage your greetings using the telephone commands log on and press 4 Tele Vantage plays each of your greetings beginning with the active greeting You can use the commands shown in the following table either while you listen to a greeting or after a greeting has played Greeting Commands Use while or after a greeting plays Replay the greeting Skip to the next greeting Make this greeting active Rerecord the greeting Record a new greeting NIO G NM Delete the greeting When you record a new greeting by using the telephone commands the greeting appears in ViewPoint s Greetings folder with the name Greeting You can give the greeting a name using ViewPoint see Managing folders and items on page 8 16 Available space for greetings Your TeleVantage system administrator has allocated a limited amount
418. the following a To complete the transfer when the recipient agrees to accept the call hang up or press Flash 2 The call is transferred to the recipient a To cancel the transfer press Flash 1 You are disconnected from the recipient and reconnected to the caller Use this command if the recipient declines the call or does not answer Using direct transfer Your system administrator can put you into direct transfer mode which disables all call handling commands other than transfer To transfer a call in direct transfer mode simply press Flash and enter the extension or number Complete blind or supervised transfers as described in the previous sections When in direct transfer mode you can transfer calls directly to a user s voicemail by pressing after the extension For example in direct transfer mode Flash 115 transfers the call to the voice mailbox at extension 115 USING TELEVANTAGE About the transfer ring delay When you transfer a call using the telephone commands and don t hang up immediately TeleVantage provides a brief delay before ringing the recipient s phone This provides time for you to hang up to do a blind transfer System administrators can adjust the length of this delay by adjusting the advanced system setting TUITransferRingDelay Transferring one of multiple calls To transfer one of multiple calls on hold and then return to the other calls do the following 1 Press Flash 1 2 The system promp
419. the last call you placed locally Example On Monday you call into your office from a remote location and place a call to 617 123 9876 For the rest of the week you work in your office and place many calls On Saturday you call into your office from a remote phone and use the 66 command The system dials 617 123 9876 because that was the last call you placed while remote Using TeleVantage ViewPoint remotely There are two ways to use ViewPoint from a remote computer a computer not on your office network ViewPoint Web Access If your office has set up TeleVantage Web Services you can access a version of TeleVantage ViewPoint using a web browser from any computer with an Internet connection Simply type the URL address of ViewPoint Web Access into your browser window Your TeleVantage system administrator can tell you the URL for ViewPoint Web Access Once you are connected to ViewPoint Web Access click Help for instructions You can also use the instructions for Viewpoint in this manual as ViewPoint Web Access is very similar in most respects ViewPoint over VPN If your office s network is set up so you can log on remotely via a VPN Virtual Private Network connection you can use TeleVantage ViewPoint as if you were on the network at your office Contact your network administrator to see if you have VPN support and how to start VPN from your remote computer ViewPoint will not run without a network connection to your
420. the queue Also if you do not pick up a ringing queue call or decline it using the call announcing options the queue might automatically place you in the On Break personal status m Use the On Break personal status only to leave your phone during your shift Making yourself unavailable by using other statuses such as Available Non Queue or Do Not Disturb signals TeleVantage that you are ending your shift these statistics are reset daily Your personal status can be changed by others If you do not answer queue calls that ring your phone the queue can automatically place you in the On Break personal status Also a supervisor can change your personal status at any time APPENDIX B WORKING AS AN AGENT IN A CALL CENTER QUEUE B 3 Working at different phones If you need to work at a phone other than your default station or if you have no default station and always work at a variety of phones add the following steps to your routine 1 3 Note to you When you first sit down at a new phone to receive calls before marking yourself as Available log on and forward your calls to your current location Otherwise your call center performance might be logged under another agent s name Use either of the following methods m Pick up the phone and log on by pressing lt extension gt lt password gt Once logged on press 5 1 to forward calls to their current location m Start the TeleVantage ViewPoint The Select
421. the user s name Received Date and time when a voice message was left or a call recorded Length Length of the recording in minutes seconds format Number On incoming calls the extension Caller ID name and number if available or external number that was dialed On outgoing calls the extension or external number that was dialed Created Date and time when the mailbox recording was archived Custom Data Custom data if any associated with the call Notes Starting text of any notes added to a voice message or call recording via the Call Monitor or Call Log The complete notes appear in the Call Notes pane at the bottom of the Browser For a call recording Tele Vantage automatically adds information about the stations and or trunks involved in the call If you make changes to Call Notes via the Archived Recording Browser those changes are included if you restore the recording to its original Inbox or other folder but the Call Log notes remain unchanged Archive Notes Notes added to the archived recording via the Archived Recording Browser Archive notes are maintained only in the archive and are not included if the recording is restored to its original Inbox or other folder Acting on archived call recordings To act on archived recordings 1 Adjust the display in any of the following ways m Click on any column heading to sort the search results on that column You can type characters or words to jump to the first
422. then choose Actions gt Hold Alternatively double click the call or select the call and press Enter To retrieve the call from hold select the call and either choose Actions gt Take Call double click the call or press Enter You can put as many calls on hold at one time as you want The Duration column in the Call Monitor folder shows how long each call has been waiting on hold CHAPTER 11 RECEIVING AND HANDLING CALLS IN VIEWPOINT 11 9 Notes m Use Actions gt Hold instead of the Hold button on your phone When on hold callers hear music if your system has music on hold but they hear only silence if you use your phone s Hold button m You cannot put a call to a queue auto attendant or IVR Plug in on hold If you attempt to do so the call is disconnected m f you re using a digital feature phone with multiple line appearances you do not hear dial tone after putting a call on hold To get dial tone select an unoccupied line Ringback for calls on hold By default if you hang up with one or more calls on hold TeleVantage s ringback feature rings your phone to remind you If you do not pick up your phone any calls on hold are sent to voicemail You can choose how long Tele Vantage waits when you have calls on hold before ringing your phone You can also turn ringback entirely off See Turning ringback for calls on hold on and off on page 18 9 Notes m f you are a call center agent the ringback ti
423. then select a personal status For more information about how to use personal statuses see Using Tele Vantage APPENDIX C SUPERVISING A CALL CENTER QUEUE C 19 Managing a queue s voice mailbox Agents who have the permission Access queue mailbox set to View and Edit can manage voice messages that callers leave in the queue s voice mailbox They can listen to messages reply to them and delete them They also can create voice mailbox folders and move messages among those folders Agents who have the permission set to View Only can see and listen to voice messages but not perform any other commands on them To access the queue s voice mailbox click Voicemail in the navigation bar then click the folder with the queue s name in the Favorite Folders list For complete instructions on managing voice messages using ViewPoint see Chapter 13 Managing queue voice messages on the telephone You can also manage a queue s voicemail using the telephone by logging on as the queue When logging on use the queue s extension and password For instructions on logging on and managing voice messages using the telephone commands see Using Tele Vantage C 20 USING TELEVANTAGE APPENDIX D WORKING AS AN AGENT IN AN ACD WORKGROUP APPENDIX CONTENTS About participating in an ACD workgroup 0 e eee eee eee D 2 Marking yourself ready and unavailable 20002000e eee D 2 Using the Call Monit get
424. this Click OK CHAPTER 18 CUSTOMIZING VIEWPOINT 18 19 Customizing voice message behavior You can customize use of stutter dial tone the message waiting light and the order in which you hear your voice messages For example you can hear your unheard new messages in the order newest to oldest and then you can hear your heard old messages in the order oldest to newest Turning off stutter dial tone Stutter dial tone is an audible signal that alerts you to new voice messages when you pick up your phone Stutter dial tone is the default To turn it off 1 2 3 4 Choose Tools gt Options In the Options dialog box click the Phone tab Uncheck Stutter tone Click OK Enabling a message waiting light If your phone has a CLASS compatible message waiting light or other display feature that indicates new voice messages you can enable that feature in ViewPoint and use it 1 2 3 4 Choose Tools gt Options The Options dialog box opens Click the Phone Station Features tab Select or clear Message waiting indicator Click OK Setting voice message playback order 1 2 3 4 Choose Tools gt Options The Options dialog box opens Click the Voice Messages tab Under Voice message playback order choose the order you prefer Click OK Playing a sound when a new message arrives 1 2 3 4 Choose Tools gt Options The Options dialog box opens Click the Voice Messages tab C
425. ting Greeting hierarchy A routing list a call rule your current personal status and your active greeting can all specify a different greeting to play when the caller reaches the final action of your routing list usually the final action is your voicemail In cases of conflict TeleVantage uses the following rules m If the routing list being followed specifies a greeting that greeting plays overriding all other settings m If the routing list does not specify a greeting then TeleVantage uses the standard hierarchy for active settings See Active settings hierarchy on page 9 12 Recording a new greeting 1 Choose File gt New gt Greeting The Greeting dialog box opens 2 Enter a Name for the greeting 3 In the Contents field enter a description of the greeting This description can be the text of the statements used in the greeting 4 Record the greeting by using the audio controls See Using the audio controls on page 8 26 5 Click OK To rerecord or edit an existing greeting double click the greeting in the Greetings folder and edit the greeting by using the audio controls E mailing a greeting You can e mail a greeting as a WAV file attachment 1 Select the greeting that you want to e mail 2 Choose File gt Send To Mail Recipient Your e mail application s Send dialog box opens with the greeting attached 3 Address and send the e mail as you normally would 13 20 USING TELEVANTA
426. tion assigned to second button Grab the call and put it on hold 7 I Close alert after the action above is completed Preview 7 Cancel Apply Choose which actions are available from the alert window as follows Action assigned to the alert Choose the action that you can select by clicking in the alert window Action assigned to the first second button Choose the actions that you can select by clicking the first and second buttons in the alert window 5 Click the Appearance tab Use the options on this tab to choose the font colors and other appearance options for the alert window Click Advanced Appearance Options to set more appearance options such as the degree of transparency for the alert window 6 Click Preview to preview the appearance of the alert window with the definitions you have made 7 Click OK twice to return to ViewPoint Using the TeleVantage Instant Messaging Add in The TeleVantage Instant Messaging Add in allows you to type real time conversations with other users who have the add in enabled For more information see Sending an instant message to an extension on page 10 5 18 28 USING TELEVANTAGE Other customization options The following table refers you to customization options described elsewhere in this manual Feature Description See Recording greetings Create recordings that callers hear when they reach your page 2 3 page 13 18
427. tive greeting if you specify another greeting in a personal status call rule or routing list See Greeting hierarchy on page 13 20 The active greeting appears in bold text and is marked by ye To designate a greeting as the active greeting select it and choose Actions gt Set as Default and Active This command also makes the greeting the personal status default greeting see the next section To make the greeting your active greeting without making it the personal status default greeting double click the greeting to edit it and check Active greeting for this extension CHAPTER 13 MANAGING VOICE MESSAGES IN VIEWPOINT 13 19 The personal status default greeting The personal status default greeting is the greeting that is used whenever you select a personal status whose Greeting property is set to Default For more information see Personal status defaults on page 9 12 The personal status default greeting is marked by To make a greeting the greeting that you want to be your personal status default select the greeting and choose Actions gt Set as Default and Active This command also makes the greeting the active greeting To make the greeting your personal status default greeting without making it the active greeting double click the greeting to edit it and check Default personal status greeting Note When you make a greeting active using the telephone commands it also becomes the personal status default gree
428. to supervise the other user or by an operator to briefly join someone s call to announce something that needs immediate attention Note You cannot use this feature to supervise ACD workgroup calls You can supervise calls in the following ways Monitor You can listen to the other user s call without being heard by the other parties in the call a Coach You can speak to the other user without being heard by other parties in the call The other user is the only party to hear you You hear all parties a Join You join the call as a full participant able to hear and be heard by all parties in the call Essentially you create a conference call by inviting yourself in Each supervise command is available only if you have permission to use that command and the user is configured to allow being supervised with that command Talk to your system administrator about whether you can monitor coach and join other users calls and which users you can supervise if any Important When supervising a call with multiple users all other users in the call must be configured to allow being supervised with that mode If even one user already in the call does not permit being supervised you cannot supervise the call Depending on your system setup if the person you are supervising leaves the call for example transfers it to someone else you are disconnected 12 14 USING TELEVANTAGE To supervise another user s call using ViewPoint
429. totals are kept since midnight at the beginning of the current day 55 Queue Statistics Callers waiting Number of callers waiting on the queue Expected wait time Rough estimate of how long callers can expect to wait if they called right now The formula used is lt total wait time of all answered calls so far this day gt lt number of answered calls so far this day gt Active agents Number of agents currently available This includes all agents who are signed in and in the personal status Available or Available Queue Only Total calls Total number of calls received today since the last midnight Abandon rate Abandoned calls as a percentage of total calls Supervising other agents calls Agents can use the Supervise commands Monitor Coach and Join to supervise other agents calls For an explanation of Monitor Coach and Join see Supervising other users calls on page 12 14 Supervising in a call center is a separate feature from supervising personal calls and the two are controlled by different permissions as follows a Supervising personal calls Supervising personal calls requires TeleVantage user permissions set up by your system administrator Users with only these permissions cannot supervise call center calls Supervising call center calls To supervise call center calls you must be a call center agent with agent permissions set up per queue by
430. trator s Guide When supervisors are signed out from a queue the queue does not send calls to them However supervisors can watch queue calls in the Call Monitor folder and answer them if necessary using the Take call command They can also perform all other queue monitoring and managing tasks when they are signed out For instructions on signing a supervisor out see Signing agents in or out of a queue on page C 18 Viewing current queue calls Agents with the permission Access Queue call monitor can view all current queue activity on the queue s tab in ViewPoint s Call Monitor folder Note that only calls associated with the queue appear in the queue s tab If the agent is on a personal call or a call from another queue it does not appear in the queue tab For more information see Using the Call Monitor tabs on page B 7 USING TELEVANTAGE Monitoring queue statistics Agents who have the permission Monitor queue statistics set to Allow can monitor a queue s performance by using either the telephone commands or the Queue Monitor folder in ViewPoint Viewing queue statistics in the Queue Monitor folder The Queue Monitor folder lets you monitor queue activity in real time To open the Queue Monitor folder click Call Monitor gt Queue Monitor in the navigation pane Queue Monitor ertical Tele antage YiewPoint E File Edit View Tools Actions Help Dial Enter a number or name to dial z Fio New
431. tring may contain an international or long distance access code a dialing prefix or a dialing suffix Duration Length of the call beginning at the time when the two parties are connected From Name of the person who originated the call On incoming calls Unknown appears unless the user identified the caller as a contact On outgoing calls this is the user s name From Device The station ID or TeleVantage trunk number from which the call originated Station IDs in the 16 000 range correspond to external stations created on the fly From Number On incoming calls the caller s extension or external phone number On outgoing calls the user s extension Left Message If checked the caller left a voice message CHAPTER 14 USING THE CALL LOG FOLDER 14 3 Column Description Notes Any notes associated with the call Number On incoming calls Caller ID name and number if available On outgoing calls the number the user dialed On a call to or from another TeleVantage user this field contains lt NA gt Organization Organization associated with the call if any Organizations are associated with outbound calls only and represent the Organization to which the calling party belongs Placed By Name of the person who placed the call On incoming calls Unknown appears unless TeleVantage identified the caller as a contact or user On outgoing calls the user s name
432. ts you to choose a call Press the appropriate number 3 Enter the extension to which you want to transfer the call If you do not know the extension press 411 and select the user by name 4 Complete the transfer in one of the following ways a Blind transfer Hang up the phone to complete the transfer To return to your calls on hold wait a few seconds then pick up the phone again and press Flash 4 a Supervised transfer Speak to the recipient as necessary to announce the transfer To complete the transfer press Flash 2 and then press 4 to return to any calls on hold Sending a call to voicemail You can send a call directly to your voicemail or the voicemail of any user 1 Press Flash 2 2 Enter the extension of the voice mailbox to which you want to send the call 3 Hang up Recording a call If you have permission you can record your phone calls To start and stop recording a call press 16 You can use the record command in two ways Before a call press 16 at the dial tone to start recording then dial the call The recording begins automatically when the call is connected a During a call press Flash 16 at any time to start or stop recording Recording stops automatically when you are the only party in the call or when the recording exceeds the size of your mailbox Call recordings are stored as new voice messages see Listening to and managing your voicemail on page 5 4 Note that if you start and sto
433. u select one of the following a Current call Plays the audio into your current call Other call Lets you choose the call into which the audio plays Select the call in the Play audio into call dialog box and click OK To stop playing audio into a call In the Call Monitor choose Actions gt Insert Audio gt Stop Audio Associating a call with a contact Unidentified calls appear in the Call Monitor folder as being from Unknown You can associate a particular unidentified call with one of your contacts so that the Call Monitor and Call Log folders display a name with the call You can also permanently associate the call s Caller ID phone number or text with the contact so that TeleVantage automatically identifies the contact on all subsequent calls from that phone To associate a call with a contact choose Actions gt Associate See Associating a call or Caller ID number with a contact on page 16 9 11 14 USING TELEVANTAGE Parking a call Parking a call puts a call on hold and lets any TeleVantage user retrieve it from any TeleVantage telephone or ViewPoint program in your office To park a call 1 In the Call Monitor select the call you want to park 2 Choose Actions gt Park The Status column in the Call Monitor folder displays Parked on lt orbit number gt Unparking a call You can retrieve a parked call from any TeleVantage telephone or ViewPoint program in your office To answer a parked
434. u have the eyeBeam User s Manual available as you install the softphone m The configuration procedure describes only those steps necessary for the eyeBeam phone to work with TeleVantage Other settings may be left in their default configuration For information on using other eyeBeam features see the eyeBeam documentation To install and configure an eyeBeam softphone 1 Install the softphone on the PC that will be using it 2 Start the softphone When prompted enter the license key that you were supplied and click OK Choose Setting Category Manual License Key Entry SIP Accounts License Key eee E Add a New SIP Account E Media Automatic License Key Entry E System User Interface Diagnostics Drag your license key link here License Key 3 In the Audio Tuning Wizard configure the phone with the desired audio settings See the eyeBeam documentation for how to set audio settings USING TELEVANTAGE 4 Next the Settings dialog box opens Choose the SIP Accounts Add a New SIP Account Server tab Settings Server Eg Choose Setting Category JV Enable this SIP account El SIP Accounts m User Details E Add a New SIP Account Display Name EE Server Firewall NAT User name fusertoz Server side Storage Presence Password ecccce XTunnels Authorization user name 102 Advanced Media Domain 192 168 1 100 E System User Interface Doman Prozy ee Diagnostics IV Reg
435. ue s current status Queue statuses are Open The queue is distributing to its calls to available agents as normal Closed You have set the queue to send its calls directly to voicemail No agents All agents in the queue are currently signed out or unavailable so the queue is automatically sending its calls directly to voicemail Title User s title if available DID User s Direct Inward Dial DID number if one exists This is the number used to dial the user directly from an outside line Forwarding If the user has turned on call forwarding this is the extension to which calls are forwarded If the user s calls are being forwarded to an outside phone number External number is displayed Location Shows the name of the TeleVantage Server with which the user is associated Organization Shows the user s Organization if any Queue Calls Specifies whether the user is currently available to receive calls from call center queues ACD Calls If checked the user is available to receive ACD workgroup calls Commenis Any notes associated with the extension Station The default station for the extension Mailbox If checked the extension has a voice mailbox 10 4 USING TELEVANTAGE Placing calls to an extension 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
436. ueue Monitor a Voicemail Displays the Inbox folder of the Voicemail folder Favorite Folders All other Voicemail folders including local folders and any folders that other users have shared with you Contacts Displays the Contacts folder Favorite Folders The Public Contacts folder and any Contacts folders that other users have shared with you a Call Log Displays the Call Log Favorite Folders Any Call Logs that other users have shared with you a Configuration Displays the Greetings folder Favorite Folders Call Rules Greetings Personal Statuses Routing Lists Workgroups Public Workgroups Using the Folder List Choose All Folders in the navigation bar to display the Folder List which gives you point and click access to every available folder Folders that contain other folders are marked with an expansion symbol a plus or minus sign Click the symbol to open or close the folder Note In the Folder List the Extensions folder appears under Public Folders Customizing the navigation pane To add or remove buttons from the navigation pane click the small arrow icon in the lower right corner of the pane then choose Add or Remove Buttons from the menu that appears Check or uncheck button options on the submenu to include or hide them in the pane The view bar The view bar is an alternative to the navigation pane that restores ViewPoint to the look of TeleVantage 5 0 and earlier Click an icon in the view bar to ope
437. unt menu A 7 voice message commands 5 4 when answering a call with call announcing 4 2 tip of the day 8 8 tips of the day 8 3 title bar flashing on incoming calls 18 17 toolbar overview 8 9 dial field on 12 2 hiding and showing buttons 18 24 transferring calls announcing name of person doing the transfer 18 7 blind or supervised 4 8 one of multiple 4 9 tips for Operators 11 12 using drag and drop 11 10 using the phone 4 8 using ViewPoint 11 10 without talking to the caller first 11 8 triangles in audio controls 8 26 U undeleting voice mail 5 5 UNIX using ViewPoint on 1 3 Unknown callers associating with contacts 16 9 unparking calls using the phone 4 11 using ViewPoint 11 15 urgent voice mail 13 8 V verbal call screening See call announcing view bar 8 11 ViewPoint overview 1 3 changing Server and phone 8 4 columns in 18 22 customizing for Operators 18 21 exiting 8 8 hiding and showing window elements 8 12 layout 8 9 locking display of 8 13 logging on using 8 3 quick tour 8 8 reporting problems with I 1 starting using with command line switches H 1 tip of the day 8 8 tips of the day 8 3 using drag and drop in 8 19 using on Macintosh and UNIX 1 3 using remotely 6 8 Welcome Wizard 8 8 ViewPoint Web Access overview 1 3 accessing 8 2 visitor logging on as 8 6 voice files importing and exporting 8 27 recording and playing 8 26 voice mail adding notes to
438. up and more S Gt ODE p Working in multiple folders You can have several folders open at once by opening each folder in its own 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 shortcut menu Favorite Folders x S Name 2 Sta 8 Queue Monitor There are no items to show A Call Monitor Extensions LF Open Open in New Window When you want to shut down ViewPoint you can close all ViewPoint windows at the same time by choosing File gt Exit and Log Off on the main menu 8 14 USING TELEVANTAGE 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 you want to add the Calls Pane 2 Choose View gt Calls Pane 3 Select a location from the menu to place the Calls Pane To remove the Calls Pane from a folder choose View gt Calls Pane gt None Adding the Phonebook Pane to the Call Monitor folder The Phonebook pane includes the Extensions folder and the Contacts folder Adding the Phonebook Pane to the Call Monitor folder lets you perform drag and drop call handling operations between the pane and the Call Monitor See Dragging and dropping items on p
439. uration of an implied warranty so the above information may not apply to you CUSTOMER REMEDIES Vertical s and its suppliers entire liability and your exclusive remedy shall be at Vertical s option either a return of the price paid or b repair or replacement of the Software that does not meet Vertical s Limited Warranty and which is returned to Vertical with a copy of your receipt This Limited Warranty is void if failure of the Software has resulted from accident abuse or misapplication Any replacement Software will be warranted for the remainder of the original warranty period or thirty 30 days whichever is longer VERTICAL AND ITS SUPPLIERS DISCLAIM ALL OTHER WARRANTIES REPRESENTATIONS PROMISES AND GUARANTEES EXPRESS OR IMPLIED STATUTORY OR OTHERWISE ON THE SOFTWARE MEDIA DOCUMENTATION OR RELATED TECHNICAL SUPPORT INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY PERFORMANCE AND FITNESS FOR A PARTICULAR PURPOSE VERTICAL WILL NOT BE LIABLE FOR ANY BUG ERROR OMISSION DEFECT DEFICIENCY OR NONCONFORMITY IN ANY SOFTWARE AS A RESULT THE SOFTWARE AND DOCUMENTATION IS LICENSED AS IS AND THE PURCHASER ASSUMES THE ENTIRE RISK AS TO ITS QUALITY AND PERFORMANCE IN NO EVENT WILL VERTICAL OR ITS SUPPLIERS BE LIABLE FOR INDIRECT SPECIAL INCIDENTAL CONTINGENT CONSEQUENTIAL OR SIMILAR DAMAGES OF ANY KIND RESULTING FROM ANY DEFECT IN THE SOFTWARE OR DOCUMENTATION INCLUDING WITHOUT LIMITATION ANY
440. us is a quick way of changing several settings at once for example forwarding your calls and changing your greeting It also appears visually in ViewPoint letting your colleagues know your current status See Chapter 9 for detailed information about personal statuses To select a personal status on the telephone 1 Press and log on 2 Press 6 1 and then press 1 for Available m 2 for Do Not Disturb see the previous section 3 for In a Meeting m 4 for Out of the Office m 5 for On Vacation 6 for Available Queue Only a 7 for Available Non Queue 8 for On Break m 9 for custom personal statuses followed by 1 to select the first custom status 2 for the second and so forth Note Call center agents can select a call center personal status using the 50 51 52 or 53 quick commands See Starting and ending your shift and taking breaks on page B 2 Changing your password To change your password using the phone log on and press 6 3 Enter your new password followed by 5 10 USING TELEVANTAGE CHAPTER 6 USING TELEVANTAGE WITH A REMOTE PHONE CHAPTER CONTENTS About using TeleVantage with a remote phone 200 Tips for all remote phone use 0 0 cece ee Using TeleVantage from a remote number without ViewPoint Using TeleVantage ViewPoint remotely 200220 eee eeee Associating Viewpoint with a remote number 20 2 0000
441. 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 computer s speakers or over your telephone Choose Tools gt Audio Output to switch audio output from one to the other You can also use the button on the right side of the status bar If you have call announcing turned on messages less than five 5 seconds in length are prefaced by a recording of the caller s name Note You can open other ViewPoint folders while a message is playing and the message will continue to play The message stops playing however if you open a folder with another audio control visible for example the Greetings folder Listening to a voice message as it is being left To listen to a voice message as the caller is leaving it without being heard by the caller see Screening a voice message as it is being left on page 11 7 Handling your voice messages You can perform the following tasks on a voice message using a few mouse clicks Forward it to other users m Reply to one or more users directly with a voice message of your own m Play it as audio into a call for all parties to hear and comment upon m Return the call if the Caller ID or contact information is available m E mail the voice message as a WAV file attachment Associate a message with a contact Add notes to an existing me
442. wn buttons has the same effect as using the slider bar to change the ring volume of the phone Note On many digital phones volume can only be controlled from the phone not from this slider bar a Use voice first answering Enables voice first answering With voice first answering internal calls are connected to the your speakerphone automatically without the phone ringing or needing to be picked up All external callers ring the phone as normal For more information see Receiving internal intercom calls with voice first answering on page 4 5 CHAPTER 18 CUSTOMIZING VIEWPOINT 18 13 a Pickup answers a ringing SDN If checked 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 information on SDNs see Using SDNs on page 4 12 When PDNs ring picking up the phone always connects you to the call 4 Use the feature buttons list at the top of the widow to configure the programmable buttons on your phone To configure a button click the button number in the Button column then select a feature from the dropdown list in the Feature column lt unassigned gt E Access Voice Mail Account Code Call Forwarding CFD Call Menu Cnf Trn Do Not Disturb DND Flash Hold Park Unpark Phone Page Primary Directory Number PDN Record Call Redial For a full list of features tha
443. xtension The phones of all users in the workgroup ring simultaneously and the first user to answer is connected See Placing a call on page 12 2 Members of a workgroup other than users are ignored for example contacts queues auto attendants and IVR Plug ins View the users in your workgroup when transferring calls which makes it easier to pick the right recipient You can set any workgroup to appear as a tab in the Extensions section of the Transfer To dialog box For example you can define the members of your Sales department as a workgroup When you have a call for the Sales department you can click the Sales tab and see all the department members at a glance along with their current personal statuses See Transferring a call on page 11 10 and Having a workgroup appear as an Extensions tab on page 16 16 Quickly answer any ringing phone in your workgroup by picking up your phone and pressing 99 See Answering a call at another ringing phone on page 4 4 Place a page to all users in the workgroup if the workgroup has an extension Available users with supported phones receive the page and you can speak over their speakerphones without their needing to pick up the phone See Placing a page or intercom call on page 3 6 Create a routing list that distributes calls to the users in a workgroup according to the distribution algorithm you choose Tele Vantage system administrators use this feature to set up A
444. y logged in at that station Only one user at a time can be logged in at a station When someone places an outbound call from the station TeleVantage assumes it s the user who is logged in and handles the call as follows The call is subject to that user s dialing permissions and restrictions The call is logged in the Call Log as placed by that user If you are using a shared station before placing calls you should make sure that you are logged in to the station To log on do the following 1 Note Pick up the station and enter lt your extension gt lt your password gt Your office may use a logon key other than This logs you in to the station until you hang up Optionally press 5 1 to forward your calls to the station This logs you in to the station persistently and you remain logged in until one of the following things happens You log off from the station by picking up the phone and pressing 0 0 The station reverts to its default user If you are one of the station s default users this command has no effect m You exit TeleVantage ViewPoint An amount of time by default 1 hour passes with no activity on the station The station reverts to its default user Your system administrator can tell how much time must pass before the station reverts Another user logs in at the station You can also log on to a station by logging on to the TeleVantage ViewPoint at the station s computer Fo
445. y can view in the To field a list of other users who received the same message Users can reply to the sender or to all recipients Replying to a voice message Replying to a voice message lets you send a recorded reply directly to the voicemail of the user who sent you the message You can send the reply to other users as well Select the message and choose Actions gt Reply Then perform steps 3 5 of To forward a voice message in the previous section You can reply in this way only to a message left by another TeleVantage user You cannot send a message in reply to a message left by an external caller Note Replying to a message sends a new message to another user s voicemail To call back the person who left you the voice message choose Actions gt Place Call instead see the next section To reply to all recipients of a message 1 Select the message 2 Click Actions gt Reply to all The recipients are listed in the Recipients pane of the Reply to Message dialog box CHAPTER 13 MANAGING VOICE MESSAGES IN VIEWPOINT 13 5 Calling back the person who left a voice message You can call back the person who left you a voice message by using the TeleVantage Place Call or the Speed Dial command Place Call 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 back 1 Select the voice message left by the person you want to call back 2 On
446. y fj NX VERTICAL USING TELEVANTAGE TELEVANTAGE 7 5 COPYRIGHT 2006 Vertical Communications Inc All rights reserved This manual and the software described in it are copyrighted with all rights reserved No part of this publication may be reproduced transmitted transcribed stored in a retrieval system or translated into any language in any form by any means without the written permission of Vertical Communications Inc Portions 1999 Microsoft Corporation All rights reserved TRADEMARKS Vertical Communications Inc and the Vertical Communications logo and combinations thereof are trademarks of Vertical Communications Inc TeleVantage and the Tele Vantage logo are registered trademarks of Vertical Communications Inc Microsoft Windows and Windows NT are registered trademarks of Microsoft Corporation SQL Server is a trademark of Microsoft Corporation Adobe and Acrobat are registered trademarks of Adobe Systems Incorporated Dialogic is a registered trademark of Intel Corporation Other brand names company names and product names are trademarks or registered trademarks of their respective companies LIMITED WARRANTY ON SOFTWARE Vertical warrants that a the Software will perform substantially in accordance with the accompanying written materials for a period of 30 days from the date of receipt Any implied warranties on the Software is limited to thirty 30 days Some states jurisdictions do not allow limitations on d
447. y working in another folder ViewPoint opens the Call Monitor folder Play the caller s name over the speakers Announces the caller s name over your computer speakers if the recording is available TeleVantage users and identified contacts are announced if they have voice titles already recorded Unidentified callers are announced only if you have call announcing turned on with the prompt to say their names Flash the title bar Flashes ViewPoint s title bar Flash the Call Monitor tab Flashes the Call Monitor tab that contains the incoming call This can be useful if you work with multiple Call Monitor tabs for example if you are an agent in a call center 5 Click OK You can also customize the pattern in which your phone rings for internal and external incoming calls See Changing ring patterns on page 18 11 for more information Customizing ISDN outbound Caller ID You can determine the type of Caller ID that accompanies your outbound calls on ISDN trunks Note On trunk types other than ISDN your outbound Caller ID is always set by the telephone company 1 2 3 Choose Tools gt Options The Options dialog box opens Click the Personal tab From the ISDN outbound Caller ID dropdown list select one of the following options for your Caller ID number System default Your outbound Caller ID number is whatever your system administrator has set for the TeleVantage system as a whole The current setting is d
448. yeBeam should show Logged in enter phone number and Your Number is lt username gt In the Settings dialog box you should also see a submenu under SIP Accounts with the name address of your TeleVantage Server Launching the eyeBeam softphone To use the eyeBeam softphone with TeleVantage do the following when you log on to ViewPoint G 6 USING TELEVANTAGE 1 Click Options to expand the Logon dialog box ertical TeleYantage iewPoint Log On User Name Matt Waller Password freee JT Automatically log on as this user Use this phone with YiewPoint Station ID fisi C Remote number ip 207 79 14 130 me eyeBeam SIP softphone mwaller 207 79 141 x None Select your Televantage eyeBeam account Server TELEVANTAGE ni Cancel Help Options gt gt Select one of the following under Use this phone with ViewPoint a Ifyou have a properly configured SIP phone external station see Configuring a SIP phone on page 6 14 simply choose Station ID and enter your station ID m Ifyou don t have an external station choose eyeBeam SIP softphone If you have more than one eyeBeam SIP account defined use the dropdown list select the one you defined in step 6 in the previous section Note If you don t have an external station then make sure you have Imitate a station when my incoming routing calls to external numbers checked Tools gt Options Phone tab Click OK APP
449. your queue administrator As a call center supervisor you can supervise only other agents in your queue and only their queue calls not their personal calls Note For you to supervise an agent s outbound calls the agent must have associated his or her outbound calls with the queue See Placing calls from a queue on page B 8 C 16 USING TELEVANTAGE If the agent whose call you are supervising transfers the call to another party or parks it and it is unparked by another party you are disconnected How monitoring and coaching appear in the Call Monitor When you are monitoring or coaching an agent on a call the call appears in your Call Monitor showing all three parties to the call Your row the top row in the call is labelled Monitoring or Coaching Name 4 Status Ni AN Monitoring S Unknown Z Active ui s Agent 3 A Active 3 Name 1 Status Nu SN Coaching S Unknown Z Active Ur 5 Agent 3 2 Being Coached 3C If you are coaching an agent the agent sees you as a party in the call If you are monitoring an agent the agent does not see you as a party unless that agent has the permission View agents being monitored set to Allow See the next section Note When you join another agent s call the call appears as a normal conference call Viewing when agents are being monitored Agents who have the permission View agents being monitored set to Allow can see when an agent is being monitored by another
450. z Er D X Show agent statistics by day Supervise lt Call Monitor Queue Monitor Sales Favorite Folders x Time in State Calls Answered Calls Pl 5 Queue Monitor 2 Cecilia St John 1d 1 50 14 jee Call Monitor 1 Miri Anatolia Ready 1d 1 50 14 8 Extensions 3 Lou Antander Ready 1 07 0 4 Nathaniel Chestnut Ready 1 06 0 amp Voice Mail 2 Contacts 3 Call Log xj Current status Queue status Open Agents o1 Agents ready 4 Signed in and available 4 Agent qa Configuration I 0 Calls being placed 0 Boonie gt amp X Sales J Last caller Monica Traven WASHINGTON 2066332592 at 8 24 2005 11 55 4Items Miri Anatolia x555 N Available v A Calls waiting Each queue for which you have permission to view statistics appears as a tab at the bottom of the folder Click a queue s tab to see statistics for that queue and the agents in that queue For a detailed description of when Queue Monitor statistics reset to zero see When statistics are reset on page C 12 Note You can continue to use the Call Monitor while you are in the Queue Monitor Choose View gt Calls Pane to add the Call Monitor to the Queue Monitor folder as a separate pane The Agents pane At the top of the Queue Monitor folder the Agents pane displays the names of all agents in the queue their current statuses and their performance including inbound and outboun

Vertical Communications TeleVantage TeleVantage 7.5 User's Manual

Contents

Download Pdf Manuals

Related Search

Related Contents