Vertical Communications TeleVantage 7.5 Using workgroups, Importing contacts into TeleVantage

Importing contacts into TeleVantage

See “Importing and exporting TeleVantage items” on page 8-27.

Using workgroups ________________________________________

A workgroup is a group of related extensions or contacts. Extensions in TeleVantage include users, IVR Plug-ins, auto attendants, or queues. With a workgroup you can:

QSend, reply, or forward a voice message to the workgroup. All mailboxes in the workgroup receive the message at once. See “Sending a message directly to a user’s voicemail” on page 13-10.

QCreate a call rule for the workgroup. Incoming calls from any member of the workgroup are handled according to the call rule. For example, you can have a custom voicemail greeting that plays for all the members in your “VIP group.” See Chapter 17 for more information.

QShare your voice mailbox or contacts with the workgroup. See “Sharing folders” on page 8-24.

QCall the workgroup from ViewPoint, or from the phone if your system administrator has assigned it an extension. The phones of all users in the workgroup ring simultaneously, and the first user to answer is connected. See “Placing a call” on page 12-2. Members of a workgroup other than users are ignored, for example, contacts, queues, auto attendants, and IVR Plug-ins.

QView the users in your workgroup when transferring calls, which makes it easier to pick the right recipient. You can set any workgroup to appear as a tab in the Extensions section of the Transfer To dialog box. For example, you can define the members of your Sales department as a workgroup. When you have a call for the Sales department, you can click the Sales tab and see all the department members at a glance, along with their current personal statuses. See “Transferring a call” on page 11-10, and “Having a workgroup appear as an Extensions tab” on page 16-16.

QQuickly answer any ringing phone in your workgroup by picking up your phone and pressing *99. See “Answering a call at another ringing phone” on page 4-4.

QPlace a page to all users in the workgroup (if the workgroup has an extension). Available users with supported phones receive the page and you can speak over their speakerphones without their needing to pick up the phone. See “Placing a page or intercom call” on page 3-6.

QCreate a routing list that distributes calls to the users in a workgroup according to the distribution algorithm you choose. TeleVantage system administrators use this feature to set up ACD workgroups. See “Routing calls to workgroups” on page 15-14. For information about setting up ACD workgroups, see TeleVantage Call Center Administrator’s Guide.

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