Main
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COPYRIGHT
TRADEMARKS
LIMITED WARRANTY ON SOFTWARE
NETWORK CAPTURE TECHNOLOGY
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Getting Started
Chapter 1. Introducing TeleVantage................................................1-1
Chapter 2. Recording Your Voice Title and Voicemail Greeting...2-1
Using the Telephone
Chapter 3. Placing Calls on the Phone............................................3-1
Chapter 4. Answering and Handling Calls on the Phone.............. 4-1
Chapter 5. Managing Voicemail and Your Account With the Phone. 5-1
Chapter 6. Using TeleVantage With a Remote Phone....................6-1
Chapter 7. Sharing Stations .............................................................7-1
Using ViewPoint
Chapter 8. Using TeleVantage ViewPoint .......................................8-1
Chapter 9. Using Personal Statuses................................................9-1
Chapter 10. Using the Extensions List..........................................10-1
Chapter 11. Receiving and Handling Calls in ViewPoint.............11-1
Chapter 12. Placing Calls in ViewPoint.........................................12-1
Chapter 13. Managing Voice Messages in ViewPoint..................13-1
Chapter 14. Using the Call Log Folder..........................................14-1
Advanced TeleVantage Features
Chapter 15. Call Forwarding and Routing Lists...........................15-1
Chapter 16. Managing Contacts and Workgroups.......................16-1
Chapter 17. Using Call Rules..........................................................17-1
Chapter 18. Customizing ViewPoint..............................................18-1
Appendices
Appendix A. Telephone Commands Quick Reference..................A-1
Appendix B. Working as an Agent in a Call Center Queue ..........B-1
Appendix C. Supervising a Call Center Queue..............................C-1
Appendix D. Working as an Agent in an ACD Workgroup ........... D-1
Appendix E. Using the TeleVantage Archived Recording Browser .. E-1
Appendix F. Using the TeleVantage H.323 SoftPhone...................F-1
Appendix G. Using the CounterPath SIP softphones...................G-1
Appendix H. Logging On with Command-Line Switches .............H-1
Appendix I. Reporting Problems.......................................................I-1
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CHAPTER 1
INTRODUCING TELEVANTAGE
1-2 USING TELEVANTAGE
About TeleV a nt age________________________________________
Accessing TeleVantage____________________________________
Using the telephone
Using the Flash command
CHAPTER 1. INTRODUCING TELEVANTAGE 1-3
Using the TeleVantage V iewPoint applicati on
Using TeleVantage V iewPoint W eb Access
Using the TAPI Service Provider and the CMA
1-4 USING TELEVANTAGE
Feature comparison table __________________________________
Feature Phone ViewPoint ViewPoint
Getting technical support __________________________________
Web Access CMA
CHAPTER 1. INTRODUCING TELEVANTAGE 1-5
TeleVant age documentation________________________________
book Acrobat
Ordering printed documentation
The TeleVantage documentation set
Document Audience Available in print HTML
Accessing online documentation
Online Help
HTML books
Document Audience Available in print HTML
PDF
Adobe Acrobat PDF books
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RECORDING YOUR V OICE T ITLE AND V
2-2 USING TELEVANTAGE
About creating your voice title and voicemail greeting __________
Recording your voice title __________________________________
CHAPTER 2. RECORDING YOUR VOICE TITLE AND VOICEMAIL GREETING 2-3
Recording your voicemail greeting __________________________
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P LACING CALLS ON
3-2 USING TELEVANTAGE
About placing calls on the phone____________________________
Using a phone other than your own
Using an IP phone
CHAPTER 3. PLACING CALLS ON THE PHONE 3-3
Dialing internal and external numbers _______________________
Entering account codes when placing calls
If you are prompted to enter an ac count code
3-4 USING TELEVANTAGE
Entering an account code during or bef ore a call
Dialing by name __________________________________________
Dialing a users voicemail directly ___________________________
CHAPTER 3. PLACING CALLS ON THE PHONE 3-5
Placing calls while you are already on a call __________________
Putting your current call on hold and placing a new call
Switching between calls
Ending a call without losing calls on hold
Placing calls with * options ________________________________
Placing calls to an IP address_______________________________
Placing a page or intercom call _____________________________
CHAPTER 3. PLACING CALLS ON THE PHONE 3-7
Requirements for receiving a page or intercom call
Blocking pages and intercom wit h Do N ot Dist urb
Paging and intercom considerations
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4-2 USING TELEVANTAGE
About answering and handling calls on the phone _____________
Using the Flash button on your phone
If pressing Flash results in a transfer
Answering TeleVantage calls _______________________________
Call announcing
Call waiting
Call waiting options
4-4 USING TELEVANTAGE
Multiple calls waiting
Receiving a call waiting tone from your telephone company
Answering a call at another ringing phone
Using hands-free answering
Enabling and disabling hands-free answering
CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-5
Placing, receiving and ending calls with hands-free answering
Receiving internal intercom calls with voice-first answering
4-6 USING TELEVANTAGE
Enabling voice-first answering
Handling calls with the phone ______________________________
Putting a call on hold
4-8 USING TELEVANTAGE
Transferring a call
Using direct transfer
CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-9
About the transfer ring delay
Transferring one of multiple calls
Sending a call to voicemail
Recording a call
4-10 USING TELEVANTAGE
Creating a conference call
Parking a call
CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-11
Unparking a call
Putting a call on silent hold
Using digital feature phones _______________________________
4-12 USING TELEVANTAGE
Using line appearances
Using PDNs
Using SDNs
CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-13
Using custom-mapped TeleVantage commands
Speed Dial with illuminated buttons
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MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE
5-2 USING TELEVANTAGE
About managing your account on the phone__________________
Logging on to your account
About voicemail__________________________________________
Voicemail from the callers point of view
CHAPTER 5. MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE 5-3
Knowing when you have new voice messages
If voice messages disappear from your folders
Customizing voice message playback order
Listening to and managing your voicemail ____________________
Voice message telephone commands
CHAPTER 5. MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE 5-5
Deleting and undeleting messages
Replying to a voice message
Forwarding a voice message
5-6 USING TELEVANTAGE
Calling back a voice message
Sending a message directly to a users voicemail ______________
Managing your greetings using the phone____________________
Managing your greetings
Available space for greetings
CHAPTER 5. MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE 5-9
Forwarding your calls using the phone ______________________
Turning call forwarding on
Turning call forwarding off
Checking your call forwarding number
Ignoring your call rules
Sending your calls straight to voicemail with Do Not Disturb_____
Selecting a personal status on the phone_____________________
Changing your password __________________________________
USING TELEVANTAGE WITH A REMOTE PHONE
6-2 USING TELEVANTAGE
About using TeleVantage with a remote phone_________________
CHAPTER 6. USING T ELEVANTAGE WITH A REMOTE PHONE 6-3
Feature Remote Number External Station Internal Station
Phone Features
6-4 USING TELEVANTAGE
Feature Remote Number External Station Internal Station
ViewPoint Features
CHAPTER 6. USING T ELEVANTAGE WITH A REMOTE PHONE 6-5
Tips for all remote phone use ______________________________
Using ** instead of Flash at a re mote phone
Placing TeleVantage calls with an IP phone external station
Receiving your voice messages at a remote phone
Using TeleV antage from a remote number without ViewPoint ____
Logging on to TeleVantage from a remote number
Logging out from a Tele Vantage session
Logging on from a voicemail greeting
Receiving TeleVantage calls at a remote number
CHAPTER 6. USING T ELEVANTAGE WITH A REMOTE PHONE 6-7
Placing calls through TeleVantage from a remote p hone
If your remote phone is stuck on a TeleVantage session
6-8 USING TELEVANTAGE
Using redial and other quick call commands when logged in
Using the redial command after logging on
Using TeleVantage V iewPoint remotely_______________________
CHAPTER 6. USING T ELEVANTAGE WITH A REMOTE PHONE 6-9
Using ViewPoint remotely with a phone
Associating Viewpoint with a remote number _________________
6-10 USING TELEVANTAGE
Imitating a station at a remote number
Using an external station___________________________________
CHAPTER 6. USING T ELEVANTAGE WITH A REMOTE PHONE 6-11
Placing TeleVantage calls from an external station
Disconnecting from a call and remaining on the line
6-12 USING TELEVANTAGE
Using ViewPoint with an external station
Configuring an external station _____________________________
CHAPTER 6. USING T ELEVANTAGE WITH A REMOTE PHONE 6-13
6-14 USING TELEVANTAGE
Configuring a SIP phone
CHAPTER 6. USING T ELEVANTAGE WITH A REMOTE PHONE 6-15
Using a SIP phone
Changing your external station number with *17_______________
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SHARING STATIONS
7-2 USING TELEVANTAGE
About sharing stations ____________________________________
Placing outbound calls from shared stati ons__________________
CHAPTER 7. SHARING STATIONS 7-3
Finding out who is currently logged in at a station
Distinguishing incoming calls to a shared station______________
The call for announcing prompt
Distinct ring patterns
Shared stations and personal status_________________________
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CHAPTER 8
USING TELEVANTAGE VIEWPOINT
8-2 USING TELEVANTAGE
About TeleV antage ViewPoint_______________________________
Using ViewPoint in Spanish, German, French Parisian or French Canadian
Using ViewPoint from any web browser ______________________
CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-3
Logging on to ViewPoint __________________________________
Resetting ViewPoint so that login is required
8-4 USING TELEVANTAGE
Using ViewPoint with a different phone or Server
CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-5
Specifying options for a remot e number
8-6 USING TELEVANTAGE
Using ViewPoint with another station or a remote number
CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-7
Logging on with new logon options
Changing your password
Logging on with command-line switches
8-8 USING TELEVANTAGE
About the Welcome Wizard
Exiting ViewPoint_________________________________________
Exiting and logging off
CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-9
Elements of the ViewPoint window
The menu bar
The toolbar
8-10 USING TELEVANTAGE
The navigation pane
CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-11
Using the navigation bar
Using the Folder List
Customizing the navigation pane
The view bar
8-12 USING TELEVANTAGE
The status bar
Hiding and showing ViewPoint window elements
CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-13
Locking ViewPoint window elements
Customizing the ViewPoint display
ViewPoint folders
Navigation Pane Folder Description
8-14 USING TELEVANTAGE
Working in multiple folders
Navigation Pane Folder Description
CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-15
Adding the Calls Pane to any open folder
Adding the Phonebook Pane to the Call Monitor folder
Using Index buttons to find items quickly
8-16 USING TELEVANTAGE
Locking the current folder in place
Managing folders and items ________________________________
Using commands in folders
Managing items in folders
CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-17
Creating items
Deleting voice messages and other it ems
8-18 USING TELEVANTAGE
Renaming items
Cutting and pasting items
Copying and pasting items
CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-19
Dragging and dropping items
From To Drag SHIFT + Drag CTRL +
8-20 USING TELEVANTAGE
From To Drag SHIFT + Drag CTRL +
CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-21
Dragging and dropping voice messages to other applications
Printing items in folders
Organizing items in folders ________________________________
Viewing folders in the Folder List
From To Drag SHIFT + Drag CTRL +
8-22 USING TELEVANTAGE
Private and public folders
Managing folders
Creating folders
Deleting folders
Renaming folders
Viewing public folders
Managing the Deleted folder
Emptying the Deleted folder
8-24 USING TELEVANTAGE
Sharing folders___________________________________________
CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-25
Viewing shared folders
Deleting shared items
8-26 USING TELEVANTAGE
Using the audio controls___________________________________
Creating recordings and playing voice messages
Using voice message bookmarks
CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-27
Importing and exporting voice files
Importing and exporting TeleVantage items___________________
Importing and exporting contacts
8-28 USING TELEVANTAGE
CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-29
8-30 USING TELEVANTAGE
CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-31
Exporting the Extensions list
8-32 USING TELEVANTAGE
Exporting the Call Log
CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-33
Result codes when exporting the Call Log
Code Result
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CHAPTER 9
USING PERSONAL STATUSES
9-2 USING TELEVANTAGE
About personal statuses___________________________________
CHAPTER 9. USING PERSONAL STATUSES 9-3
The Personal Status button in the status bar
Using predefined personal statuses _________________________
Predefined personal st atu ses ( for a ll users )
9-4 USING TELEVANTAGE
Predefined personal statuses (for call center queue agents)
CHAPTER 9. USING PERSONAL STATUSES 9-5
Selecting a personal status ________________________________
Selecting a personal status in V iewP oint
9-6 USING TELEVANTAGE
Selecting a personal status on the phone
Modifying a personal status ________________________________
Creating a custom personal status __________________________
CHAPTER 9. USING PERSONAL STATUSES 9-7
9-8 USING TELEVANTAGE
CHAPTER 9. USING PERSONAL STATUSES 9-9
The Personal Statuses folder_______________________________
Personal status and your active settings _____________________
9-10 USING TELEVANTAGE
Changing your active settings
Changing your active settings directly
CHAPTER 9. USING PERSONAL STATUSES 9-11
9-12 USING TELEVANTAGE
Active settings hierarchy
Personal status defaults ___________________________________
CHAPTER 9. USING PERSONAL STATUSES 9-13
Using the Where I Am default
Setting personal status defaults
9-14 USING TELEVANTAGE
Changing the personal status of another user _________________
CHAPTER 10
U SING
10-2 USING TELEVANTAGE
Viewing TeleV antage extensions ____________________________
CHAPTER 10. USING THE EXTENSIONS LIST 10-3
Extensions folder tabs
Extensions folder columns
10-4 USING TELEVANTAGE
CHAPTER 10. USING THE EXTENSIONS LIST 10-5
Placing calls to an extension _______________________________
Automatically switching to the Call Monitor
Sending an instant message to an extension__________________
Instant messaging limitations
10-6 USING TELEVANTAGE
Changing another users personal status _____________________
Exporting the Extensions list _______________________________
R ECEIVING VIEWPOINT
11-2 U SING TELEVANTAGE
Using the Call Monitor folder _______________________________
Automatically sorting new calls
CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-3
Call Monitor folder tabs
11-4 U SING TELEVANTAGE
Showing, hiding, and reordering Call Monitor t abs
Using the My Phone tab to handle calls
Displaying calls on the All tab
CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-5
Call Monitor folder panes
Displaying the Call Monitor folder automatically _______________
11-6 U SING TELEVANTAGE
Selecting and acting on a call in the Call Monitor folder _________
Call ownership
CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-7
Double-clicking calls
Commands while a call is ringing ___________________________
Taking the call
Sending the call to voicemail
Screening a voice message as it is being left
11-8 U SING TELEVANTAGE
Grabbing and holding the call
Transferring a call without talking to the caller first
CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-9
Commands while youre on a call ___________________________
Putting a call on hold
11-1 0 USING TELEVANTAGE
Ringback for calls on hold
Transferring a call
Drag-and-drop transferring
CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-11
Blind, supervised, and direct-to-voicemail transfers
11-1 2 USING TELEVANTAGE
Transfer tips for Operator users
Recording a call
CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-1 3
Using the telephone commands
Privacy
Playing recorded audio into a call
11-1 4 USING TELEVANTAGE
Associating a call with a contact
CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-1 5
Parking a call
Unparking a call
If no one answers the parked call
Sending a call to voicemail
11-1 6 USING TELEVANTAGE
Muting a call
Playing a caller's name
Disconnecting a call while staying on the phone
Entering an account code for a call
CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-1 7
Preventing certain calls from ringing your phone ______________
11-1 8 USING TELEVANTAGE
Incoming call indicators ___________________________________
Customized ring patterns
Other options for incoming calls
CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-1 9
Sharing your Call Monitor folder ____________________________
Viewing shared calls
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CHAPTER 12
P LACING CALLS
12-2 USING TELEVANTAGE
Placing a call ____________________________________________
Placing calls with the phone on or off h ook
Dialing Internet addresses and SIP URI addresses
Placing calls using the Dial bar
CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-3
Using the Place Call To dialog box
12-4 USING TELEVANTAGE
Entering My Numbers
CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-5
12-6 USING TELEVANTAGE
Quick-dialing from ViewPoint folders
Speed-dialing by double-clicking
To quick-dial... Use this folder Notes
CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-7
Camping on a busy users extension
Placing calls using drag-and-drop
Placing calls by using other contact managers
12-8 USING TELEVANTAGE
Using dialing services _____________________________________
Entering phone numbers using various types of dialing service
Entering a phone number
Entering a Centrex or a PBX extension
CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-9
Checking a number
12-10 USING TELEVANTAGE
Redialing numbers and returning calls _______________________
Displaying the Call Monitor when you place a call ______________
Creating Windows shortcuts to sp eed-dial a number ___________
CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-11
12-12 USING TELEVANTAGE
Creating conference calls __________________________________
Adding parties to a conference
CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-13
Adding parties to a conference by draggi ng and droppi ng
Conferencing multiple active calls together
Muting individual conference parties
12-14 USING TELEVANTAGE
Transferring a conference call
Ending a conference call
Supervising other users calls ______________________________
CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-15
Using the TeleVantage or eyeBeam softphones________________
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MANAGING VOICE MESSAGES IN VIEWPOINT
13-2 USING TELEVANTAGE
About managing voice messages in ViewPoint ________________
The Voicemail folder
Voicemail folders
C HAPTER 13. MANAGING VOICE MESSAGES
Viewing shared voice message folders
Archiving voice messages and call recordings
Managing thousands of voice messages or call recordings
13-4 USING TELEVANTAGE
Listening to your voice messages and call recordings __________
Listening to a voice message as it is being left
Handling your voice messages _____________________________
Forwarding a voice message
C HAPTER 13. MANAGING VOICE MESSAGES
Replying to a voice message
13-6 USING TELEVANTAGE
Calling back the person who left a voice message
E-mailing a voice message
Playing a voice message into a call
Opening the contact record from a voice message
C HAPTER 13. MANAGING VOICE MESSAGES
Deleting voice messages
Deleting a message permanently
Microsoft Exchange Server synchronization
Associating a voice message from Unknown with a contact
Marking a voice message Unheard
Managing call recordings __________________________________
C HAPTER 13. MANAGING VOICE MESSAGES
Sharing your voice messages ______________________________
Managing your voicemail quota_____________________________
Setting a maximum length for your voice messages
13-10 USING TELEVANTAGE
Sending a message directly to a users voicemail ______________
C HAPTER 13. MANAGING VOICE MESSAGES
Knowing when you have new messages _____________________
System tray button
Number in navigation pane
13-12 USING TELEVANTAGE
Stutter dial tone
Message waiting light
New message sound
E-mail, pager, and call notifications
Setting up e-mail notification
Setting up pager notification
13-14 USING TELEVANTAGE
Setting up call notifications
C HAPTER 13. MANAGING VOICE MESSAGES
Scheduling notifications
Schedule entries
13-16 USING TELEVANTAGE
C HAPTER 13. MANAGING VOICE MESSAGES
13-18 USING TELEVANTAGE
Managing greetings_______________________________________
Greetings for situations other than voicemail
Space for greetings
C HAPTER 13. MANAGING VOICE MESSAGES
Greetings and personal status
The Greetings folder
The active greeting
13-20 USING TELEVANTAGE
The personal status default greet ing
Greeting hierarchy
Recording a new greeting
E-mailing a greeting
C HAPTER 13. MANAGING VOICE MESSAGES
Playing a greeting into a call
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CHAPTER 14
U SING
14-2 USING TELEVANTAGE
The Call Log folder______________ _________ _________ ________
Call Log folder filters
Call Log folder columns
CHAPTER 14. USING THE CALL LOG FOLDER 14-3
14-4 USING TELEVANTAGE
CHAPTER 14. USING THE CALL LOG FOLDER 14-5
Viewing call details
14-6 USING TELEVANTAGE
Call Details columns
CHAPTER 14. USING THE CALL LOG FOLDER 14-7
Searching for Call Log entries
14-8 USING TELEVANTAGE
Viewing a calls history ____________________________________
Taking notes on a Call Log entry ____________________________
Associating a call from Unknown with a contact _____________
Returning a call in the Call Log folder ________________________
CHAPTER 14. USING THE CALL LOG FOLDER 14-9
Entering an account code for a Call Log entry_________________
Opening the contact record from a contacts call ______________
Listening to a recorded call from the Call Log _________________
14-10 USING TELEVANTAGE
Sharing the Call Log ______________________________________
Reporting on the Call Log __________________________________
Exporting the Call Log_____________________________________
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C ALL FORWARDING L
15-2 USING TELEVANTAGE
About call forwarding and routing lists_______________________
Call forwarding and Where I Am
CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-3
Forwarding calls _________________________________________
Forwarding calls by using the telephone commands
Forwarding calls in ViewPoint
15-4 USING TELEVANTAGE
CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-5
15-6 USING TELEVANTAGE
Receiving forwarded ACD workgroup calls
Placing calls at another users extension
Call forwarding and voicemail
Forwarding calls over Centrex or PBX trunks
CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-7
Using routing lists________________________________________
Routing lists for individual callers
How routing lists move from action to acti on
15-8 USING TELEVANTAGE
Caller options while following a routing list
The Routing Lists folder
The Standard routing list
CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-9
The active routing list
The personal status default ro utin g list
15-10 USING TELEVANTAGE
Creating a new routing list
CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-11
15-12 USING TELEVANTAGE
Final action Description
CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-13
Final action Description
15-14 USING TELEVANTAGE
Handling busy station calls differently than calls not answered
Using Final action if the station is busy and Camp on station
Routing calls to workgroups
CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-15
Using greetings with routing list final actions
15-16 USING TELEVANTAGE
When to use a specific gree ting wi th a rout ing list
MANAGING CONTACTS AND W
16-2 USING TELEVANTAGE
About contact management and TeleVantag e__________________
The Contacts fold er_______________________________________
Using contacts folders
CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-3
Private and public contacts
Viewing shared contacts
Changing double-click behavior
Using the Index buttons for quick access
Searching for contacts
Managing contacts________________________________________
Entering a new contact
CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-5
Entering a contact's name and basic i nform ation
16-6 USING TELEVANTAGE
Entering a contact's phone number s an d addre sses
CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-7
Recording a voice title for a contact
Placing calls to your contacts
Sharing your contacts
Teaching TeleVantage to recognize your contacts______________
16-8 USING TELEVANTAGE
Identifying contacts by name
CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-9
Adding phone numbers for contact recog nition
Deleting a number from the Incoming Caller ID list
Associating a call or Caller ID number with a contact
16-10 USING TELEVANTAGE
CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-11
Understanding name and number on Caller ID
16-12 USING TELEVANTAGE
Using contact PINs for guaranteed recognition
Opening contacts from within other folders ___________________
CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-13
Using contacts in another contact manager___________________
Using the TeleVantage Contact Manager Assistant
Importing contacts from other contact managers into TeleVantage
Exporting contacts from Mi crosoft Outlook
16-14 USING TELEVANTAGE
Using workgroups ________________________________________
CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-15
Personal and public workgroups
The Workgroups folder
Creating a workgroup
16-16 USING TELEVANTAGE
Having a workgroup appear as an Extensions tab
CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-17
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USING CALL RULES
17-2 USING TELEVANTAGE
About call rules __________________________________________
Call Rules overview
Distinguishing which incoming calls activate the call rule
Determining how the call rule handles calls
CHAPTER 17. USING CALL RULES 17-3
The Call Rules folder
17-4 USING TELEVANTAGE
Creating a new call rule____________________________________
CHAPTER 17. USING CALL RULES 17-5
Combining caller and schedule conditions
Setting caller conditions
17-6 USING TELEVANTAGE
Setting schedule conditions
CHAPTER 17. USING CALL RULES 17-7
Specifying custom hours
17-8 USING TELEVANTAGE
Selecting how a call rule handles a call
Enabling or disabling a call rule _____________________________
CHAPTER 17. USING CALL RULES 17-9
Choosing the priority of a call rule __________________________
How TeleVantage resolves call rule setting confli cts
17-10 USING TELEVANTAGE
Ignoring all call rules ______________________________________
CHAPTER 18
C USTOMIZING VIEW P
18-2 USING TELEVANTAGE
About customizing ViewPoint________________ _____________ __
Guide to the Options dialog box
CHAPTER 18. CUSTOMIZING VIEWPOINT 18-3
18-4 USING TELEVANTAGE
CHAPTER 18. CUSTOMIZING VIEWPOINT 18-5
Customizing telephone behavior________________________ ____
Specifying your phone type
Recording a voice title
18-6 USING TELEVANTAGE
Changing the language of telephone command prompts
Customizing or turning off call announcing
CHAPTER 18. CUSTOMIZING VIEWPOINT 18-7
18-8 USING TELEVANTAGE
Customizing or turning off call waiting
Displaying Caller ID on a phone
CHAPTER 18. CUSTOMIZING VIEWPOINT 18-9
Turning ringback for calls on hold on and off
Changing your personal Operator
Customizing your listing in the dial-by-name directory
18-10 USING TELEVANTAGE
Customizing how long your phone rings
CHAPTER 18. CUSTOMIZING VIEWPOINT 18-11
Changing ring patterns
Enabling and disabling hands-free answering
18-12 USING TELEVANTAGE
Enabling and disabling voice-first answering
Customizing your hold music
CHAPTER 18. CUSTOMIZING VIEWPOINT 18-13
Configuring a digital feature phone__________________________
18-14 USING TELEVANTAGE
CHAPTER 18. CUSTOMIZING VIEWPOINT 18-15
TeleVa nt age featu res yo u can ma p to di git a l phone b utto ns
recording the call.
Feature Description
again makes you Available.
18-16 USING TELEVANTAGE
Customizing incoming call behavior _________________________
CHAPTER 18. CUSTOMIZING VIEWPOINT 18-17
Customizing ISDN outbound Caller ID _______________________
18-18 USING TELEVANTAGE
CHAPTER 18. CUSTOMIZING VIEWPOINT 18-19
Customizing SIP accounts_________________________________
18-20 USING TELEVANTAGE
Customizing voice message behavior________________________
Turning off stutter dial tone
Enabling a message waiting light
Setting voice message playback order
Playing a sound when a new message arrives
Customizing ViewPoint for Operators________________________
18-22 USING TELEVANTAGE
Customizing the ViewPoint display __________________________
Showing or hiding ViewPoint window elements
Defining double-click behavior in the Contacts folder
Customizing columns
Showing and hiding columns
Moving columns
Resizing columns
Sorting by column
18-24 USING TELEVANTAGE
Keeping columns in view when you scroll horizontally
Changing the font of a ViewPoint folder
Changing how names are displayed
Hiding and showing toolbar buttons in a folder
CHAPTER 18. CUSTOMIZING VIEWPOINT 18-25
Enhancing ViewPoint with Add-ins __________________________
Managing Add-ins
18-26 USING TELEVANTAGE
Using the Reverse Phone Number Lookup sample Add-in
Using the Desktop Alert Add-in
CHAPTER 18. CUSTOMIZING VIEWPOINT 18-27
Customizing the Desktop Alert Add-in
18-28 USING TELEVANTAGE
Using the TeleVantage Instant Messaging Add-in
CHAPTER 18. CUSTOMIZING VIEWPOINT 18-29
Other customization options _______________________________
Feature Description See
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APPENDIX A
T R
Call announcing commands _______________________________
Call announcing commands
1 2 3
4
Call handling commands __________________________________
APPENDIX A. TELEPHONE COMMANDS QUICK REFERENCE A-3
Quick call commands_____________________________________
*0
*18
*17
*16
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APPENDIX A. TELEPHONE COMMANDS QUICK REFERENCE A-5
Quick call commands for call center agents
*14
*50
*51
*52
Voicemail/Account menu __________________________________
Logging on
Logging on from a remote location
*53
*54
Voicemail/Account menu commands
Summary of Commands
1 2
3
4
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W ORKING CENTER QUEUE
B-2 USING TELEVANTAGE
Whether this chapter applies to you _________________________
Starting and ending your shift, and taking breaks ______________
Starting your shift
APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-3
Ending your shift
What call center agents need to know to get t he job done_______
B-4 USING TELEVANTAGE
Working at different phones ________________________________
APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-5
Signing in and out of a queue ______________________________
To sign in or out of a queue
Using ViewPoint
Using the telephone
Seeing whether you are signed in or out of a queue
Receiving and handling queue calls _________________________
Viewing your position in the queue
Being monitored or coached by a supervisor
APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-7
Having your calls record ed
Using the Call Monitor tabs
B-8 USING TELEVANTAGE
Wrap-up time
Terminating your wrap-up time early
Viewing queue activity
Placing calls from a queue _________________________________
APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-9
Determining whom you are calling as
Popping up caller information ______________________________
Working remotely ________________________________________
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S UPERVISING Q
C-2 USING TELEVANTAGE
About supervising queues in ViewPoint ______________________
Exempting supervisors from receiving queue calls
Viewing current queue calls ________________________________
APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-3
Monitoring queue statistics ________________________________
Viewing queue statistics in the Queue Monitor folder
The Agents pane
C-4 USING TELEVANTAGE
APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-5
queue and so is not taking calls from this queue.
C-6 USING TELEVANTAGE
APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-7
C-8 USING TELEVANTAGE
The Queue Statisti cs pane
APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-9
C-10 USING TELEVANTAGE
APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-11
C-12 USING TELEVANTAGE
When statistics are reset
When statistics are refreshed
Statistic type When reset
APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-13
About agents personal status and state
Monitoring the position of agents in the queue
C-14 USING TELEVANTAGE
Algorithm Agent positions
APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-15
Algorithm Agent positions
Enabling and disabling the Distribution Order c olumn
C-16 USING TELEVANTAGE
Monitoring queue statistics using the phone
Supervising other agents calls _____________________________
*55 Queue Statistics
APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-17
How monitoring and coaching appear in the Call Mo nitor
Viewing when agents are being monitored
C-18 USING TELEVANTAGE
Managing agents status ___________________________________
Signing agents in or out of a queue
Signing agents in or out using ViewPoint
Signing agents in or out using the Administrator
APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-19
Changing an agents personal status
C-20 USING TELEVANTAGE
Managing a queues voice mailbox __________________________
Managing queue voice messages on the telephone
APPENDIX D
W ORKING W
A PPENDIX C
D-2 USING TELEVANTAGE
About participating in an ACD workgroup_____________________
Use of the TeleVantage V iewPoint
Marking yourself ready and unavailable ______________________
APPENDIX D. WORKING AS AN AGENT IN AN ACD WORKGROUP D-3
Using the Call Monitor ____________________________________
Receiving a call __________________________________________
D-4 USING TELEVANTAGE
Placing ACD workgroup calls_______________________________
Taking a break ___________________________________________
Listening to the ACD workgroups voicemail __________________
Viewing the ACD workgroups contacts and Call Log ___________
APPENDIX E
U SING RECORDING BROWSER
Running the Archived Recording Browser____________________
E-2 USING TELEVANTAGE
Searching for recordings __________________________________
Starting a new search
A PPENDIX E. USING THE TELE V
E-4 USING TELEVANTAGE
Search criteria
A PPENDIX E. USING THE TELE V
E-6 USING TELEVANTAGE
A PPENDIX E. USING THE TELE V
E-8 USING TELEVANTAGE
Saving your current search
Loading a saved search
Managing individual recordings_____________________________
A PPENDIX E. USING THE TELE V
Acting on archived call recordings __________________________
E-10 USING TELEVANTAGE
A PPENDIX E. USING THE TELE V
Checking the archive for missing audio files __________________
Purging archived recordings _______________________________
E-12 USING TELEVANTAGE
Importing a recording archive from TeleVantage 6.x ____________
U SING SOFTPHONE
F-2 USING TELEVANTAGE
About the TeleVantage H.323 SoftPhone______________________
Recommended USB phones
A PPENDIX F. U SING THE TELE V
SoftPhone requirements
Defining the TeleVantage SoftPhone as your external station ____
F-4 USING TELEVANTAGE
Using the TeleVantage SoftPhone ___________________________
Starting the TeleVantage Sof tPhone
A PPENDIX F. U SING THE TELE V
Showing the SoftPhone keypad window
Placing a call with the SoftPhone
Configuring the TeleVantage SoftPhone______________________
F-6 USING TELEVANTAGE
Adjusting microphone and speaker volume
Setting preferences
Setting call restrictions
A PPENDIX F. U SING THE TELE V
Keeping the keypad window always on top
Using the stand-alone SoftPhone ___________________________
Configuring the stand-alone SoftPhone
F-8 USING TELEVANTAGE
SoftPhone notes _________________________________________
U SING
G-2 USING TELEVANTAGE
About the CounterPath SIP softphones_______________________
About the eyebeam SIP softphone___________________________
APPENDIX G. U SING THE COUNTERPATH SIP SOFTPHONES G-3
Recommended USB phones
Before installing the eyeBeam softphone_____________________
If you have an external station
If you dont have an external st a tion
G-4 USING TELEVANTAGE
Installing and configuring the eyeBeam SIP softphone__________
APPENDIX G. U SING THE COUNTERPATH SIP SOFTPHONES G-5
G-6 USING TELEVANTAGE
Launching the eyeBeam softphone __________________________
APPENDIX G. U SING THE COUNTERPATH SIP SOFTPHONES G-7
G-8 USING TELEVANTAGE
Using CounterPath SIP softphones with TeleVantage ___________
eyeBeam softphone Pocket PC
APPENDIX G. U SING THE COUNTERPATH SIP SOFTPHONES G-9
eyeBeam softphone Pocket PC
APPENDIX H
L OGGING O N S
H-2 USING TELEVANTAGE
Using the /station command
Syntax
Examples
APPENDIX I
REPORTING PROBLEMS
Using the Problem Report Wizard ___________________________
I-2 USING TELEVANTAGE
Reporting a problem that involves a specific call
Reporting other problems
I
Symbols
Numerics
A
B
C
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D
E
F
G
H
I
J
L
M
N
O
P
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Q
R
S
T
U
V
W