Vertical Communications TeleVantage 7.5 manual

Monitoring queue statistics	C-3
Viewing queue statistics in the Queue Monitor folder	C-3
When statistics are reset	C-12
When statistics are refreshed	C-12
About agents’ personal status and state	C-13
Monitoring the position of agents in the queue	C-13
Monitoring queue statistics using the phone	C-16
Supervising other agents’ calls	C-16
Viewing when agents are being monitored	C-17
Managing agents’ status	C-18
Signing agents in or out of a queue	C-18
Changing an agent’s personal status	C-19
Managing a queue’s voice mailbox	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 workgroup	D-2
Use of the TeleVantage ViewPoint	D-2
Marking yourself ready and unavailable	D-2
Using the Call Monitor	D-3
Receiving a call	D-3
Placing ACD workgroup calls	D-4
Taking a break	D-4
Listening to the ACD workgroup’s voicemail	D-4
Viewing the ACD workgroup’s contacts and Call Log	D-4
Appendix E. Using the TeleVantage Archived Recording Browser ..
E-1
Running the Archived Recording Browser	E-1
Searching for recordings	E-2
Starting a new search	E-2
Saving your current search	E-8
Loading a saved search	E-8
Managing individual recordings	E-8
Acting on archived call recordings	E-9
Checking the archive for missing audio files	E-11
Purging archived recordings	E-11
Importing a recording archive from TeleVantage 6.x	E-12
Appendix F. Using the TeleVantage H.323 SoftPhone	F-1
About the TeleVantage H.323 SoftPhone	F-2
Recommended USB phones	F-2

USING TELEVANTAGE