Using Televantage | Vertical Communications TeleVantage 7.5 instruction

USING TELEVANTAGE

TELEVANTAGE 7.5

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Vertical Communications TeleVantage 7.5 manual Using Televantage

Contents

Using Televantage Page Copyright #97-6603B Edition 7.5 July Getting Started Answering and Handling Calls on the Phone Using TeleVantage With a Remote Phone Using ViewPoint 10-3 10-210-5 10-6 11-7 11-611-8 11-9 12-14 12-1312-15 13-2 13-20 13-1913-21 14-2 16-2 15-1516-3 16-4 18-2 17-1018-5 18-6 18-29 18-28 Appendix E. Using the TeleVantage Archived Recording Browser Appendix H. Logging On with Command-Line Switches Page Getting Started Page Introducing Televantage Chapter Contents Using the telephone Accessing TeleVantageUsing the Flash command About TeleVantage Using TeleVantage ViewPoint Web Access Using the TeleVantage ViewPoint applicationUsing the Tapi Service Provider and the CMA ViewPoint Feature Feature comparison tableAccess Getting technical support TeleVantage documentation set TeleVantage documentationOrdering printed documentation Online Help Html books Accessing online documentation Introducing Televantage Page Recording Your Voice Title and Voicemail Greeting Recording your voice title About creating your voice title and voicemail greetingTo record a voice title on the phone To record a new greeting Recording your voicemail greetingPage Using the Telephone Page Placing Calls on the Phone Using an IP phone Using a phone other than your ownAbout placing calls on the phone Dialing internal and external numbers Entering account codes when placing callsIf you are prompted to enter an account code To dial an internal number Dialing a user’s voicemail directly Dialing by nameEntering an account code during or before a call To enter an account code Placing calls with * options Placing calls while you are already on a call Placing a page or intercom call Placing calls to an IP addressDisabling call waiting for a call Paging and intercom considerations Requirements for receiving a page or intercom callBlocking pages and intercom with Do Not Disturb Page Answering and Handling Calls on the Phone About answering and handling calls on the phone Using the Flash button on your phoneAnswering TeleVantage calls Call announcing How TeleVantage gets the recording of the caller’s name Call waitingCall waiting options Answering a call at another ringing phone Using hands-free answeringMultiple calls waiting Receiving a call waiting tone from your telephone company Hands-free answering and routing lists Receiving internal intercom calls with voice-first answering Enabling voice-first answering Handling calls with the phone Flash + Call-handling Commands Call-handling commandsPutting a call on hold Transferring a call Using direct transferTo perform a blind transfer To perform a supervised transfer Sending a call to voicemail About the transfer ring delayRecording a call Transferring one of multiple calls Parking a call Creating a conference callTo create a conference call by adding parties To create a conference call from separate calls Using digital feature phones Using PDNs Using line appearancesUsing SDNs Speed Dial with illuminated buttons Using custom-mapped TeleVantage commandsPage Managing Voicemail and Your Account with the Phone About voicemail About managing your account on the phoneLogging on to your account Voicemail from the caller’s point of view If voice messages disappear from your folders Knowing when you have new voice messagesCustomizing voice message playback order Voice Message Commands Use while or after a message plays Voice message telephone commandsListening to and managing your voicemail Replying to a voice message Deleting and undeleting messagesForwarding a voice message To reply to a message Calling back a voice message Sending a message directly to a user’s voicemailTo call back a voice message Commands for Recorded Messages Use after recording a message Managing your greetings using the phone Managing your greetings Greeting CommandsAvailable space for greetings Turning call forwarding on Forwarding your calls using the phoneTurning call forwarding off Checking your call forwarding number Selecting a personal status on the phone Changing your passwordTo select a personal status on the telephone Using Televantage with a Remote Phone About using TeleVantage with a remote phone Feature Remote Number External Station Internal Station Phone Features ViewPoint Features Using ** instead of Flash at a remote phone Using TeleVantage from a remote number without ViewPointTips for all remote phone use Placing TeleVantage calls with an IP phone external station Receiving TeleVantage calls at a remote number Logging on to TeleVantage from a remote numberLogging out from a TeleVantage session Logging on from a voicemail greeting If your remote phone is stuck on a TeleVantage session Placing calls through TeleVantage from a remote phoneTo place a call through TeleVantage from a remote phone Using redial and other quick call commands when logged Using TeleVantage ViewPoint remotelyUsing the redial command after logging on Associating Viewpoint with a remote number Using ViewPoint remotely with a phoneTo associate ViewPoint with a remote number Imitating a station at a remote number Using an external stationTo imitate a station on calls routed to your remote phone Using ViewPoint Disconnecting from a call and remaining on the lineUsing the phone Placing TeleVantage calls from an external station Using ViewPoint with an external station Configuring an external stationTo configure an external station To use ViewPoint with an external station Using Televantage with a Remote Phone Configuring a SIP phone Changing your external station number with *17 Using a SIP phonePage Sharing Stations Placing outbound calls from shared stations About sharing stations Shared stations and personal status Distinguishing incoming calls to a shared stationFinding out who is currently logged in at a station Call for announcing promptPage Using ViewPoint Page Using Televantage Viewpoint About TeleVantage ViewPoint Using ViewPoint from any web browser Logging on to ViewPoint Resetting ViewPoint so that login is requiredTo log on to ViewPoint To change ViewPoint login options Using ViewPoint with a different phone or Server Specifying options for a remote number Choose one of the following options Using ViewPoint with another station or a remote number Logging on with command-line switches Changing your passwordLogging on with new logon options About the Welcome Wizard Exiting ViewPointAbout the tip of the day Watching the ViewPoint Quick Tour Toolbar Menu bar Navigation pane Using the Folder List Using the navigation barView bar Customizing the navigation pane Hiding and showing ViewPoint window elements Status bar Customizing the ViewPoint display Locking ViewPoint window elementsNavigation Pane FolderDescription Working in multiple folders Adding the Calls Pane to any open folder Using Index buttons to find items quicklyAdding the Phonebook Pane to the Call Monitor folder Managing folders and items Using commands in foldersLocking the current folder in place Managing items in folders Deleting voice messages and other items Creating itemsTo create an item by copying an existing item To permanently delete a voice message from your Inbox Cutting and pasting items Renaming itemsCopying and pasting items To rename an item From Drag Dragging and dropping items Folder Contact CallVoice Messages Dragging and dropping voice messages to other applications Organizing items in foldersPrinting items in folders Viewing folders in the Folder List Managing folders Private and public folders Managing the Deleted folder Viewing public foldersEmptying the Deleted folder To empty the Deleted folder automatically To share a folder Sharing folders Deleting shared items Viewing shared folders Using voice message bookmarks Using the audio controlsCreating recordings and playing voice messages Importing and exporting voice files Importing and exporting TeleVantage itemsImporting and exporting contacts To import contacts from a .CSV file Using Televantage Viewpoint To export contacts to a .CSV file Exporting the Extensions list Exporting the Call Log Code Result Result codes when exporting the Call LogPage Using Personal Statuses About personal statuses Personal Status button in the status bar Using predefined personal statusesPredefined personal statuses for all users Icon Status Description Predefined personal statuses for call center queue agents Selecting a personal status in ViewPoint Selecting a personal status Creating a custom personal status Modifying a personal statusSelecting a personal status on the phone To modify a personal status To create a custom personal status Using Televantage Personal Statuses folder Personal status and your active settings Changing your active settings directly Changing your active settings Using Personal Statuses Active settings hierarchy Personal status defaults Using the Where I Am default Setting personal status defaultsTo set a personal status to use your defaults To change another user’s personal status Changing the personal status of another user Using the Extensions List Viewing TeleVantage extensions Extensions folder columns Extensions folder tabsColumn Description Name Title Personal StatusForwarding Location Placing calls to an extension Automatically switching to the Call MonitorSending an instant message to an extension Instant messaging limitations Configuring instant messaging options Using instant messagingChanging another user’s personal status Exporting the Extensions list Receiving and Handling Calls in Viewpoint Automatically sorting new calls Using the Call Monitor folder To sort the Call Monitor automatically Call Monitor folder tabs Showing, hiding, and reordering Call Monitor tabs Using the My Phone tab to handle callsDisplaying calls on the All tab 11-4 Call Monitor folder panes Displaying the Call Monitor folder automaticallyCall Monitor folder columns Viewing a custom data column in the Call Monitor Call ownership Selecting and acting on a call in the Call Monitor folderTo display the Call Monitor folder automatically Double-clicking calls Commands while a call is ringingTaking the call Sending the call to voicemail Transferring a call without talking to the caller first Grabbing and holding the callTo grab and hold a call To record a grab-and-hold greeting Commands while you’re on a call Drag-and-drop transferring Ringback for calls on hold To transfer a call Blind, supervised, and direct-to-voicemail transfers11-11 To record a call Transfer tips for Operator users Playing recorded audio into a call Using the telephone commandsPrivacy To play a call you just recorded To play audio into a call from the Call Monitor Associating a call with a contactTo play audio into a call from other folders To stop playing audio into a call To park a call If no one answers the parked callTo answer a parked call from any ViewPoint program Muting a call Disconnecting a call while staying on the phonePlaying a callers name Viewing a call’s history Preventing certain calls from ringing your phoneAdding notes to a call Customized ring patterns Incoming call indicatorsOther options for incoming calls Viewing shared calls Sharing your Call Monitor folderPage Placing Calls in Viewpoint To place a call using the Dial bar Placing calls using the Dial barPlacing a call Placing calls with the phone on or off hook To redial a call using the Dial bar Using the Place Call To dialog box To enter a number or address in the My Numbers list Entering My Numbers12-4 12-5 Speed-dialing by double-clicking Quick-dialing from ViewPoint foldersTo quick-dial Use this folder Extensions Placing calls by using other contact managers Placing calls using drag-and-dropCamping on a busy user’s extension To camp on a busy extension Entering a phone number Using dialing servicesEntering a Centrex or a PBX extension Entering an IP address Checking a numberTo check a phone number Redialing numbers and returning calls Displaying the Call Monitor when you place a callCreating Windows shortcuts to speed-dial a number 12-11 To create a speed dial shortcut Adding parties to a conference Creating conference calls Muting individual conference parties Conferencing multiple active calls togetherAdding parties to a conference by dragging and dropping To conference separate existing calls together Transferring a conference call Supervising other users’ callsEnding a conference call To supervise another user’s call using ViewPoint Using the TeleVantage or eyeBeam softphonesTo supervise another user’s call using the telephone Page Managing Voice Messages in Viewpoint Voicemail folder About managing voice messages in ViewPointVoicemail folders Managing thousands of voice messages or call recordings Archiving voice messages and call recordingsViewing shared voice message folders Viewing custom data Handling your voice messages Listening to your voice messages and call recordingsListening to a voice message as it is being left To reply to all recipients of a message To forward a voice message Mailing a voice message Calling back the person who left a voice messagePlaying a voice message into a call Opening the contact record from a voice message Associating a voice message from Unknown with a contact Deleting voice messagesMarking a voice message Unheard Deleting a message permanently Marking a voice message Urgent or Private Managing call recordingsAdding notes to a voice message Moving a voice message to another application Sharing your voice messages Setting a maximum length for your voice messagesManaging your voicemail quota To view the amount of space remaining in your mailbox Sending a message directly to a user’s voicemail System tray button Knowing when you have new messagesNumber in navigation pane Stutter dial tone Setting up e-mail notificationMessage waiting light New message sound 13-13 Setting up pager notification 13-14 Setting up call notifications Schedule entries Scheduling notifications 13-16 To define a schedule for notifications 13-17 Greetings for situations other than voicemail Managing greetingsSpace for greetings Greetings and personal status Greetings folderActive greeting Greeting hierarchy Personal status default greetingRecording a new greeting Mailing a greeting Playing a greeting into a call Page Using the Call LOG Folder Call Log folder filters Call Log folderCall Log folder columns Answered By Account CodeCallback number Called Number Placed By NumberRecorded by Queue To Device Viewing call detailsTo Number Wait Time Call Details columns Access CodeEnd Time Answered Time Device Searching for Call Log entries Taking notes on a Call Log entry Viewing a call’s historyAssociating a call from Unknown with a contact Returning a call in the Call Log folder Opening the contact record from a contact’s call Entering an account code for a Call Log entryListening to a recorded call from the Call Log Reporting on the Call Log Sharing the Call LogExporting the Call Log To play a call recording Advanced TeleVantage Features Page Call Forwarding and Routing Lists Page Forwarding calls Forwarding calls by using the telephone commandsForwarding calls in ViewPoint To turn call forwarding on 15-4 15-5 To turn call forwarding off in ViewPoint Placing calls at another user’s extension Receiving forwarded ACD workgroup callsCall forwarding and voicemail Forwarding calls over Centrex or PBX trunks Routing lists for individual callers Using routing listsHow routing lists move from action to action Routing Lists folder Mobile phone issues with routing listsCaller options while following a routing list Standard routing list Active routing list Personal status default routing listTo make a routing list the active routing list 15-9 Creating a new routing list 15-11 Take a message. The call is sent to your voicemail Final action DescriptionHang up Call is disconnected Transfer to other Transfer to an extensionVoicemail Pause and repeat Routing calls to workgroups Using greetings with routing list final actions 15-16 When to use a specific greeting with a routing list Managing Contacts Workgroups About contact management and TeleVantage Using contacts foldersContacts folder Private and public contacts Using the Index buttons for quick accessChanging double-click behavior Searching for contacts Entering a new contact Managing contacts 16-5 Entering a contacts name and basic information 16-6 Entering a contacts phone numbers and addresses Placing calls to your contacts Teaching TeleVantage to recognize your contactsSharing your contacts Recording a voice title for a contact Identifying contacts by name Adding phone numbers for contact recognition Associating a call or Caller ID number with a contactDeleting a number from the Incoming Caller ID list 16-10 To associate a call with a contact Understanding name and number on Caller ID Opening contacts from within other folders Using contact PINs for guaranteed recognitionExamples To enter a contact PIN Using the TeleVantage Contact Manager Assistant Using contacts in another contact managerExporting contacts from Microsoft Outlook To run the Contact Manager Assistant CMA Importing contacts into TeleVantage Using workgroups Workgroups folder Personal and public workgroupsCreating a workgroup Having a workgroup appear as an Extensions tab 16-17 Page Using Call Rules Call Rules overview About call rulesDistinguishing which incoming calls activate the call rule Determining how the call rule handles calls Examples of how you can use call rules Call Rules folder To create a new call rule Creating a new call rule Combining caller and schedule conditions Setting caller conditions To set a schedule condition Setting schedule conditions To have the call rule activate on a daily or weekly basis Specifying custom hoursTo have the call rule activate on an individual date 17-7 Enabling or disabling a call rule To enable or disable a call ruleSelecting how a call rule handles a call Choosing the priority of a call rule How TeleVantage resolves call rule setting conflictsTo set the priority of a call rule Ignoring all call rules Customizing Viewpoint Guide to the Options dialog box About customizing ViewPointTab Field See Personal 18-3 Voice Messages ViewPoint PasswordChange Specifying your phone type Customizing telephone behaviorRecording a voice title To record a voice title in ViewPoint To change the telephone commands language Changing the language of telephone command promptsCustomizing or turning off call announcing To customize call announcing or turn it off 18-7 Displaying Caller ID on a phone Customizing or turning off call waitingTo customize call waiting or turn it off Changing your personal Operator Turning ringback for calls on hold on and offCustomizing your listing in the dial-by-name directory To turn ringback on and off To customize your dial-by-name listing Customizing how long your phone rings Enabling and disabling hands-free answering Changing ring patterns Customizing your hold music Enabling and disabling voice-first answering To configure a digital feature phone Configuring a digital feature phone 18-14 Feature Description TeleVantage features you can map to digital phone buttonsAccess Voice Mail Another user. Prompts for password Parameter column to select the personal status Customizing incoming call behaviorYou want. The button toggles between that Personal status and Available. See Chapter Customizing Isdn outbound Caller ID 18-18 To create a personal SIP account Customizing SIP accounts Playing a sound when a new message arrives Setting voice message playback orderCustomizing voice message behavior Turning off stutter dial tone Customizing ViewPoint for Operators Showing or hiding ViewPoint window elements Customizing the ViewPoint displayDefining double-click behavior in the Contacts folder Customizing columns Resizing columns Moving columnsSorting by column To show or hide columns in a ViewPoint folder Changing the font of a ViewPoint folder Keeping columns in view when you scroll horizontallyChanging how names are displayed Hiding and showing toolbar buttons in a folder Managing Add-ins Enhancing ViewPoint with Add-ins Using the Desktop Alert Add-in Using the Reverse Phone Number Lookup sample Add-in To customize desktop alerts Customizing the Desktop Alert Add-in18-27 Using the TeleVantage Instant Messaging Add-in Other customization options Feature Description SeePage Appendices Page Call announcing commands Telephone Commands Quick ReferenceCall announcing commands Voicemail, so hanging up is the same as pressing Call Handling Commands Call handling commands Quick call commands Quick call commands See the next table for a list of quick call commands for Hearing it. See your system administrator for the IDDisable call waiting for the next call Unblock restore outbound Caller ID for the next call Quick call commands for call center agents Logging on Voicemail/Account menuLogging on from a remote location Summary of Commands Voicemail/Account menu commandsVoice messages Inbox folder Voice messages Saved folder Personal Status commands Working AS AN Agent in a Call Center Queue Starting and ending your shift, and taking breaks Whether this chapter applies to youStarting your shift Ending your shift What call center agents need to know to get the job doneTaking a break Working at different phones Using the telephone Using ViewPointSigning in and out of a queue To sign in or out of a queue Viewing your position in the queue Receiving and handling queue callsBeing monitored or coached by a supervisor Having your calls recorded Using the Call Monitor tabs Placing calls from a queue To place calls as a queue using ViewPointWrap-up time Viewing queue activity Popping up caller information To place calls as a queue using the telephoneWorking remotely Determining whom you are calling asPage Supervising a Call Center Queue Viewing current queue calls About supervising queues in ViewPointExempting supervisors from receiving queue calls Viewing queue statistics in the Queue Monitor folder Monitoring queue statisticsAgents pane Availability Agents Pane InformationPersonal Status icon Distribution Order Agent State Calls answered Time in StateCalls placed Time on calls Inbound Calls Forced BreakLongest wrap-up No Answer Queue Statistics Pane Queue Statistics paneCurrent Status Queue status Agents ready Agents on breakAvailable Calls waiting Calls to voicemail Avg. talk timeTotal talk time Longest time Combined Statistics Calls attempted When statistics are refreshed When statistics are resetStatistic type When reset To change the Queue Monitor refresh rate Monitoring the position of agents in the queue About agents’ personal status and state Top down Algorithm Agent positionsRound robin Fewest calls Enabling and disabling the Distribution Order column To enable or disable the Distribution Order column Supervising other agents’ calls Monitoring queue statistics using the phoneQueue Statistics How monitoring and coaching appear in the Call Monitor Viewing when agents are being monitored Signing agents in or out using the Administrator Signing agents in or out using ViewPointManaging agents’ status Signing agents in or out of a queue To change an agent’s personal status Changing an agent’s personal status Managing queue voice messages on the telephone Managing a queue’s voice mailbox Working AS AN Agent in AN ACD Workgroup Appendix Contents Marking yourself ready and unavailable About participating in an ACD workgroupUse of the TeleVantage ViewPoint Receiving a call Using the Call Monitor Taking a break Placing ACD workgroup callsListening to the ACD workgroup’s voicemail Viewing the ACD workgroup’s contacts and Call Log Running the Archived Recording Browser Using the Televantage Archived Recording BrowserTo run the Archived Recording Browser Starting a new search Searching for recordingsTo start a new search Appendix E. Using the Televantage Archived Recording Browser Tab Field Description Search criteriaIf your system archives mailbox recordings from more than Select a specific Server from the drop-down list To limit your search to a specific time period, select this Each field, see Using the Call Log viewCheckbox, and then select a time period from the drop-down Provided, or click To select a date from a calendar Use to search based on the numeric contents Field’s contents-the criteria From EqualsField. For example, to search for recordings Calls from Kevin McDonough, add the criteria On the contents of a time-based field Call Duration, Hold Where 555 appears anywhere in the numberUse to search based on wildcard characters That represent one or more other characters Saving your current search Managing individual recordingsLoading a saved search To act on archived recordings Acting on archived call recordings Using Televantage Purging archived recordings Checking the archive for missing audio filesTo check the archive for missing audio files To purge archived recordings Importing a recording archive from TeleVantage Using the Televantage H.323 Softphone Recommended USB phones About the TeleVantage H.323 SoftPhone SoftPhone requirements Defining the TeleVantage SoftPhone as your external station Starting the TeleVantage SoftPhone Using the TeleVantage SoftPhone Showing the SoftPhone keypad window Configuring the TeleVantage SoftPhonePlacing a call with the SoftPhone Exiting the SoftPhone Setting preferences Adjusting microphone and speaker volumeSetting call restrictions Configuring the stand-alone SoftPhone Using the stand-alone SoftPhoneKeeping the keypad window always on top SoftPhone notes Using the Counterpath SIP Softphones About the eyebeam SIP softphone About the CounterPath SIP softphones If you have an external station Before installing the eyeBeam softphoneIf you don’t have an external station To install and configure an eyeBeam softphone Installing and configuring the eyeBeam SIP softphone Appendix G. Using the Counterpath SIP Softphones GSM Launching the eyeBeam softphone Appendix G. Using the Counterpath SIP Softphones EyeBeam Pocket PC Feature Directions Softphone Using CounterPath SIP softphones with TeleVantage Hold Conferencing Mute FlashTransfer Record Command line switches for ViewPoint are Logging on with COMMAND-LINE Switches Syntax Using the /station commandExamples Using the Problem Report Wizard Reporting Problems Reporting other problems Reporting a problem that involves a specific call Numerics Symbols Answering calls Call Monitor folder cont’d. commands Answer Caller ID Displaying on a phone Entering phone numbers for, 16-6folders for Documentation Viewing shared folders in, 8-25folders Overview IP calls. See Internet calls Isdn outbound caller ID Joining Muting Personal status cont’d. changing another user’s Using the phone, 4-9using ViewPoint Recordings Status bar Statuses. See personal statuses stop button Visitor, logging on as, 8-6voice files Working remotely, B-9