Introducing Televantage | Vertical Communications TeleVantage 7.5

CHAPTER 1

INTRODUCING TELEVANTAGE

CHAPTER CONTENTS

About TeleVantage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 Accessing TeleVantage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 Feature comparison table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4 Getting technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4 TeleVantage documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5

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Vertical Communications TeleVantage 7.5 manual Introducing Televantage, Chapter Contents

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 the TeleVantage ViewPoint application Using TeleVantage ViewPoint Web AccessUsing the Tapi Service Provider and the CMA ViewPoint Feature Feature comparison tableAccess Getting technical support TeleVantage documentation TeleVantage documentation setOrdering printed documentation Online Help Html books Accessing online documentation Introducing Televantage Page Recording Your Voice Title and Voicemail Greeting About creating your voice title and voicemail greeting Recording your voice titleTo 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 a phone other than your own Using an IP phoneAbout 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 calls to an IP address Placing a page or intercom callDisabling call waiting for a call Requirements for receiving a page or intercom call Paging and intercom considerationsBlocking 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 Call waiting How TeleVantage gets the recording of the caller’s nameCall 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 Call-handling commands Flash + 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 line appearances Using PDNsUsing 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 Knowing when you have new voice messages If voice messages disappear from your foldersCustomizing voice message playback order Voice message telephone commands Voice Message Commands Use while or after a message playsListening to and managing your voicemail Replying to a voice message Deleting and undeleting messagesForwarding a voice message To reply to a message Sending a message directly to a user’s voicemail Calling back a voice messageTo call back a voice message Commands for Recorded Messages Use after recording a message Managing your greetings using the phone Greeting Commands Managing your greetingsAvailable space for greetings Turning call forwarding on Forwarding your calls using the phoneTurning call forwarding off Checking your call forwarding number Changing your password Selecting a personal status on the phoneTo 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 Placing calls through TeleVantage from a remote phone If your remote phone is stuck on a TeleVantage sessionTo place a call through TeleVantage from a remote phone Using TeleVantage ViewPoint remotely Using redial and other quick call commands when loggedUsing the redial command after logging on Using ViewPoint remotely with a phone Associating Viewpoint with a remote numberTo associate ViewPoint with a remote number Using an external station Imitating a station at a remote numberTo 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 Resetting ViewPoint so that login is required Logging on to ViewPointTo 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 Changing your password Logging on with command-line switchesLogging 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 Locking ViewPoint window elements Customizing the ViewPoint displayNavigation Pane FolderDescription Working in multiple folders Using Index buttons to find items quickly Adding the Calls Pane to any open folderAdding 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 the audio controls Using voice message bookmarksCreating recordings and playing voice messages Importing and exporting TeleVantage items Importing and exporting voice filesImporting 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 Setting personal status defaults Using the Where I Am defaultTo 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 Selecting and acting on a call in the Call Monitor folder Call ownershipTo 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 Blind, supervised, and direct-to-voicemail transfers To transfer a call11-11 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 If no one answers the parked call To park a callTo answer a parked call from any ViewPoint program Disconnecting a call while staying on the phone Muting a callPlaying a callers name Preventing certain calls from ringing your phone Viewing a call’s historyAdding notes to a call Incoming call indicators Customized ring patternsOther 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 Entering My Numbers To enter a number or address in the My Numbers list12-4 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 Using dialing services Entering a phone numberEntering a Centrex or a PBX extension Checking a number Entering an IP addressTo check a phone number Displaying the Call Monitor when you place a call Redialing numbers and returning callsCreating 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 Supervising other users’ calls Transferring a conference callEnding a conference call Using the TeleVantage or eyeBeam softphones To supervise another user’s call using ViewPointTo supervise another user’s call using the telephone Page Managing Voice Messages in Viewpoint About managing voice messages in ViewPoint Voicemail folderVoicemail folders Managing thousands of voice messages or call recordings Archiving voice messages and call recordingsViewing shared voice message folders Viewing custom data Listening to your voice messages and call recordings Handling your voice messagesListening 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 Knowing when you have new messages System tray buttonNumber 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 Managing greetings Greetings for situations other than voicemailSpace for greetings Greetings folder Greetings and personal statusActive 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 Call Log folder filtersCall 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 Entering an account code for a Call Log entry Opening the contact record from a contact’s callListening 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 Using routing lists Routing lists for individual callersHow 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 Final action Description Take a message. The call is sent to your voicemailHang 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 Using contacts folders About contact management and TeleVantageContacts 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 Associating a call or Caller ID number with a contact Adding phone numbers for contact recognitionDeleting 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 Personal and public workgroups Workgroups folderCreating 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 To enable or disable a call rule Enabling or disabling a call ruleSelecting how a call rule handles a call How TeleVantage resolves call rule setting conflicts Choosing the priority of a call ruleTo 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 Password ViewPointChange 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 Customizing or turning off call waiting Displaying Caller ID on a phoneTo 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 Customizing the Desktop Alert Add-in To customize desktop alerts18-27 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 Voicemail/Account menu Logging onLogging on from a remote location Voicemail/Account menu commands Summary of CommandsVoice messages Inbox folder Voice messages Saved folder Personal Status commands Working AS AN Agent in a Call Center Queue Whether this chapter applies to you Starting and ending your shift, and taking breaksStarting your shift What call center agents need to know to get the job done Ending your shiftTaking 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 Receiving and handling queue calls Viewing your position in the queueBeing 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 About supervising queues in ViewPoint Viewing current queue callsExempting supervisors from receiving queue calls Monitoring queue statistics Viewing queue statistics in the Queue Monitor folderAgents 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 Monitoring queue statistics using the phone Supervising other agents’ callsQueue 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 About participating in an ACD workgroup Marking yourself ready and unavailableUse 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 Using the Televantage Archived Recording Browser Running the Archived Recording BrowserTo run the Archived Recording Browser Searching for recordings Starting a new searchTo 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 Managing individual recordings Saving your current searchLoading 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 Adjusting microphone and speaker volume Setting preferencesSetting call restrictions Using the stand-alone SoftPhone Configuring 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 Before installing the eyeBeam softphone If you have an external stationIf 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 Using the /station command SyntaxExamples 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